Date Received: 2023-11-04
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Shellpoint Mortgage has verified as accurate information they submitted to CRAs from XX/XX/XXXX until XX/XX/XXXX. In mid XXXX XXXX 14 months after this account was transferred, they CHANGED information to corroborate with XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14228
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: The loan belongs to my father who XXXX in XXXX. Went to pay off earlier in the year they refused. I am the owner at XXXX XXXX XXXX XXXX Maryland XXXX. This has been an ongoing issue since 2016 when father was alive. I need to pay off mortgage, or have the lein removed from my property. My investigation reveals that they are not a good company. As I ( XXXX XXXX ) am the property owner I have all rights to any and all bills regarding XXXX XXXX XXXX XXXX Maryland. This is under the law " 12 USC SECTION 1701 J-31 also known as the XXXX XXXX. Thanks XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21122
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Hi I bought a home in XXXX Pa.I ended up filing a complaint against my realtor.Due to neglegence and violated our contract.The home I paid for the guy who owned it.Did not tell me about prior issues.I had the city come in and found out there is a ton of issues the prior owner new about but failed to tell me of the issues.We had to rewire the intire home and add a new heater and ac unit.I paid XXXX on top of the XXXX offer.It turns out this home has so much work to do that it so far costed me over XXXX.I then notified the loan agent and realtor.I also paid XXXX he was to buy a washer, dryer fridg and stove.Those items were not working.So I had to pay money twice for items I paid for prior to me buying the home.I ended up in XXXX after a total XXXX XXXX.I got behind by one payment.And I paid it.With 4 XXXX late fees.I went to the realtor hearing.Turned out my loan agent went in to testify against me.I had talked to him emailed and called on the phone of all these issues.The last owner did not fix it.We found pipes being held up by leaves to cover up a giant hole in pipe.My realtor also threatened to end my sale at table.Because she had a side deal with a guy that was to buy my home.It turned out he had none.So she wanted to make a deal to pay him even after not buying my home.And I refused.So I filed against her.My loan company gave my loan to two different companies.They stated they would not report me late that I should pay prior to them posting.The hearing was XXXX.Right after I found out they posted it to my credit and reported the months I was still paying every month but backed by one.I feel XXXX XXXX did this out of spite due to my complaint against his friend my realtor.I feel this had something to do with me being XXXX and damaged my credit just because.I went through a lot and this company retaliated against me due to my complaint against my realtor.I have the text and pictures of the home.There is almost XXXX in work that newds done.Because of the contraxt I would not of bought the home if I new there was so much work needed to fix it.But because of retaliation, and me being of XXXX and my complaint They are purposly damaging my credit and reputation.I bought the home XX/XX/.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17602
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: At the beginning of XXXX, XXXX I requested removal of PMI from my mortgage loan because I had made a large one time payment to reduce my XXXX ratio to 79.3 %. NewRez then sent me a document stating that I would need to pay to get someone to come assess the value of my house because the XXXX value is less than the original value of the property, but if I get my XXXX ratio down to 78 % of the original loan amount then the PMI would be automatically terminated. I made a XXXX time payment on XX/XX/2023 to bring my XXXX down to 77.9 % of the original value of the property. XXXX is now telling me that I still need to pay to have someone come out to assess the value of the house. They are not complying with their original written response of getting my XXXX ratio below 78 % of the original value of the residence. Also, the original value of the residence was assessed in XX/XX/2023 so this is all very recent. So far I have paid PMI for the month of XXXX and XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37923
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: I called to ask and they told me I needed to pay {$59000.00} to reinstate my mortgage. I applied to XXXX XXXX XXXX. I was approved and I wired my money to XXXX and XXXX XXXX XXXX XXXX added theirs to mine and wired to Shellpoint Mortgage Servicer. It was wired on XX/XX/. when I called to verify that they had received the money they said no. Lt is now XX/XX/ and I called again they still they have not received the money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22306
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: While FHFA made it mandatory effective XX/XX/XXXX for lenders to provide up to 6 months of payment deferral with specific instructions that cumulative cap of 12 months does not include past-due P & I payments deferred as the result of a disaster payment deferral or a XXXX payment deferral. ( See attached exhibit B ) Shellpoint/NewRez openly defy these regulations by failing to execute a XXXX XXXX XXXX for the current payment deferral which was requested for 3 months from XX/XX/XXXX to XX/XX/XXXX upon exiting a 3 months forbearance. NewRez LLC XXXX Shellpoint has previously provided a deferral on the account on or around XX/XX/XXXX due to XXXX XXXX and 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. NewRez XXXX Shellpoint were in consistently receipt of monthly mortgage payments for over a year and a half after they issued the said disaster and XXXX XXXX payment deferral on XX/XX/XXXX. The current payment deferral was requested for 3 months from XX/XX/XXXX to XX/XX/XXXX upon exiting the 3 months forbearance which is not being executed by NewRez LLC/Shellpoint . As of today, and despite of their previous pre-approval dated XX/XX/XXXX, the Servicer declined to proceed with Payment Deferral Agreement ( to Extend the term of the loan for the number of months the loan has been in forbearance which is 3 months from XX/XX/XXXX to XX/XX/XXXX ; ) Attached in exhibit A is a public announcement by FHFA stating that the Servicer is OBLIGATED to provide Payment Deferral Option as of XX/XX/XXXX. Attached in exhibit B is the XXXX XXXX guidelines issued in XX/XX/XXXX that state : This cumulative cap does not include past-due P & I payments deferred as the result of a disaster payment deferral or a XXXX payment deferral. Attached hereto as exhibit C is the confirmation email by Shellpoint dated XX/XX/XXXX with pre-approval for payment deferment of the accumulated payments inclusive of XXXX payment to the back of the loan which NewRez LLL/ Shellpoint now refuses to execute. Shellpoint is OBLIGATED to comply with mandatory FHFA regulations effective XX/XX/XXXX for lenders to provide up to 6 months of payment deferral with specific instructions that cumulative cap of 12 months does not include past-due P & I payments deferred as the result of a disaster payment deferral or a XXXX payment deferral. ( See attached exhibit B ). NewRez LLC /Shellpoints compliance with FHFA regulations is not optional.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11235
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: - My insurance agent sent declaration for renewal of flood before XXXXXXXX XXXX XXXX to Newrez Mortgage - My wife and I sent Newrez Mortgage a copy of same declaration before XXXX XXXX XXXX - Escrow balance exceeds $ XXXX, the policy renewal was {$3000.00} - We have never ever been late one day on any payment. - Our flood insurance, through XXXX XXXX XXXX XXXX expired on XX/XX/2023, they have not received payment as of today, XX/XX/2023, flood insurance has lapsed. - We received a letter from Newrez dated XX/XX/2023, stating that we were late paying our flood insurance. - That same letter from Newrez dated XX/XX/2023 threatened Force-placed insurance. - Again, Newrez collects escrow, we have never been late on any payment, there was more than ample funds in escrow to pay this policy on a timely basis which was not done.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: Submitted completed borrower assistance form, and requested documentation to company to receive assistance in avoiding foreclosure as I was affected by XXXX. The company has continued their efforts to foreclose ignoring any communication from me. Ive emailed them everything requested to the email provided by the mortgage company representative via chat, as well as the fax number provided. To date, I continue receiving court foreclosure notices and filings- but absolutely NO communication regarding assistance. They have ignored my continued repeated efforts to avoid foreclosure, and instead fabricate narratives in order to foreclose on my home. All my attempts have gone ignored. I have received no workout plan, trial payment plan, modification etc. Consumers have rights, and they have violated those rights for their own financial benefit despite the rules put in place to protect consumers from such predatory and unethical behavior.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: - Loan sold to this " collection agency '' ( not mtg holder, collection agency ( - website does not provide this info - requested info on XX/XX/XXXX - info came from unidentified system, to spam filter on XX/XX/XXXX - link expired on XX/XX/XXXX with no portal to retrieve - requested again on XX/XX/XXXX ( told to use website, which is unresponsive, does not work )- have not received info - unable to pay XXXX XXXX through same means as before : site does not load pmt page
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Im going through the process of a divorce. Me and our minor children still lives at the home, children father XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. Im a co-owner of the property and co-borrower of the property, when I request copy of the statement for state assistance my XXXX husband put a pin on the mortgage account blocking me from doing anything like getting state assistance to help pay back unpaid XXXX debt against the home. Speaking to shellpoint informing them and having an attorney providing documents but no response from them as of today. Because of this pin on the account my state application is on hold,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07018
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A