SHELLPOINT PARTNERS, LLC


If you believe a complaint deserves more attention hit the up arrow, or hit the down arrow if you find it less important.
"Products" offered by SHELLPOINT PARTNERS, LLC with at least one, but usually more complaints:

Bank account or service - Other bank product/service
Checking or savings account - Checking account
Checking or savings account - Savings account
Consumer Loan - Installment loan
Consumer Loan - Title loan
Credit card or prepaid card - General-purpose credit card or charge card
Credit reporting or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Credit repair services
Credit reporting, credit repair services, or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Other personal consumer report
Debt collection - Credit card debt
Debt collection - I do not know
Debt collection - Mortgage
Debt collection - Mortgage debt
Debt collection - Other (i.e. phone, health club, etc.)
Debt collection - Other debt
Debt collection - Payday loan debt
Debt or credit management - Mortgage modification or foreclosure avoid
Money transfer, virtual currency, or money service - Debt settlement
Money transfer, virtual currency, or money service - Domestic (US) money transfer
Money transfer, virtual currency, or money service - Traveler's check or cashier's check
Mortgage - Conventional adjustable mortgage (ARM)
Mortgage - Conventional fixed mortgage
Mortgage - Conventional home mortgage
Mortgage - FHA mortgage
Mortgage - Home equity loan or line of credit
Mortgage - Home equity loan or line of credit (HELOC)
Mortgage - Manufactured home loan
Mortgage - Other mortgage
Mortgage - Other type of mortgage
Mortgage - Reverse mortgage
Mortgage - USDA mortgage
Mortgage - VA mortgage
Payday loan, title loan, or personal loan - Installment loan
Payday loan, title loan, or personal loan - Personal line of credit
Payday loan, title loan, or personal loan - Title loan
Payday loan, title loan, personal loan, or advance loan - Personal line of credit
Payday loan, title loan, personal loan, or advance loan - Title loan
Vehicle loan or lease - Loan

Select another page to read more about how -real people- receive -real harm- from these banks, credit bureaus, and others.
Complaint ID: 3590553

Date Received: 2020-04-02

Issue: Trouble during payment process

Subissue:

Consumer Complaint: Failure to post payments in a timely manner. All amounts owed were sent and received before the due date. The checks were received and cashed before the due date. The mortgage company, Shell Point / New Rez, sent me a fraudulent statement stating that they did not receive any payments. They also applied a late fee on their failure to .post the payments. And, they continued their fraud by telling the credit bureau, that I missed a payment when in fact, its their theft that caused me to be defrauded. Also, they caused the VA not to approve a refinance because of the missed payment.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: CO

Zip: 80831

Submitted Via: Web

Date Sent: 2020-04-02

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


Want more visibility for this complaint, upvote it. Less, downvote it. :)
Complaint ID: 3590253

Date Received: 2020-04-02

Issue: Trouble during payment process

Subissue:

Consumer Complaint: On XX/XX/2020 you provided a payoff on this account good through XX/XX/2020. The account was paid in full on or around XX/XX/2020 by the new lender, XXXX XXXX. The payoff included interest to XX/XX/2020 in the amount of {$1300.00}. On XX/XX/2020 I called and asked to have auto-pay cancelled so the payment due XX/XX/2020 would not be drafted at the instruction of my new lender. On XX/XX/2020 you drafted the payment due XX/XX/2020 in the amount of {$1800.00} despite my revoked authorization to do so. On XX/XX/2020 I called and was told the account was drafted in error and the payment would be immediately returned. On XX/XX/2020 I still had not received the drafted payment refund so I called again to inquire. First, I was told that I would receive two checks. The first was an escrow overage in the amount of {$1600.00}. The second check in the amount of {$1300.00} would be for the principal portion of the payment drafted on XX/XX/2020. When I asked about the difference from the amount drafted ( {$1800.00} ) and the second refund check ( {$1300.00} ), I was told the difference was applied to the escrow balance and that amount was included in the escrow refund check ( {$1600.00} ). When I asked for more clarification on this, including the escrow balance previous to the XX/XX/2020 payment, I was put on hold and the representative spoke to a supervisor in the escrow area. I was then told that the unapplied disbursement check in the amount of {$1300.00} was for a payoff overage and was not related to the payment drafted on XX/XX/2020. The representative informed me that the payoff we were provided on XX/XX/2020 was based upon the assumption I would make the XX/XX/2020 payment. I informed the representative that the payoff included interest to XX/XX/2020, in the amount of {$1300.00}, and that the per diem amount shown on the payoff is {$25.00}. This would equal 52 days of interest, which would make the XX/XX/2020 payment unnecessary as it was already included in the payoff. Additionally, I reminded the representative that the XX/XX/2020 draft was unauthorized and that on XX/XX/2020 I was promised a full and immediate refund. At that time the representative informed me that because the loan was closed he did not have access to all the information he needed to assist me with my requests. He referred me to this email address for more information. At this time, I request that you refund the payment drafted on XX/XX/2020 in the amount of {$1800.00}. I also request a 12 month payment history, an escrow detail for the past 12 months, and the amount and date the payoff was received, the amount and date the payoff was applied, and an accounting of how the payoff funds were applied.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: TX

Zip: 78249

Submitted Via: Web

Date Sent: 2020-04-02

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


Want more visibility for this complaint, upvote it. Less, downvote it. :)
Complaint ID: 3590162

Date Received: 2020-04-02

Issue: Trouble during payment process

Subissue:

Consumer Complaint: NOTE : This mortgage was a refinance within the same mortgage company ( NewRez to NewRez ) with settlement XXXX XXXX, XXXX. Money was escrowed at the settlement table for taxes and insurances. According to the customer service at NewRez, the XX/XX/XXXX tax bill was never transferred within their own company to be paid. Yet they collected all necessary monies at settlement. We received a Tax Delinquent notice from our township tax collector stating that our property taxes had not been paid. The money has been collected by our mortgage company in escrow yet, after many attempts to have them correct this issue, they continue not to pay the taxes. We continue to accrue interest charges. The taxes were due on XX/XX/XXXX Original tax amount to be paid : {$2200.00} interest accrued : {$28.00} so far amount in escrow being held by the mortgage company {$5300.00}

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: NJ

Zip: 08081

Submitted Via: Web

Date Sent: 2020-04-02

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


Want more visibility for this complaint, upvote it. Less, downvote it. :)
Complaint ID: 3590058

Date Received: 2020-04-02

Issue: Trouble during payment process

Subissue:

Consumer Complaint: I had automatic payments set up to pay my mortgage monthly. On XX/XX/2020, I submitted documentation ( as requested by NewRez Shellpoint located in PA ) to have my monthly payments be switched to biweekly payments. Despite filling out all paperwork correctly, and following exactly what I was told to do, some type of human error was made and my account number was incorrectly listed. Because of this mistake on their end, I have now been late on four payments and have been charged four NSF fees. I have been in contact with this company repeatedly during the month of XXXX. I have made 10 phone calls and have 4-5 email conversations with them. Each time, they say the issue has been resolved, and within the next 2 weeks, another NSF fee is charged because an attempt is made to pull money from the wrong account. Payments from the wrong account were attempted on : XX/XX/2020, XX/XX/2020, XX/XX/2020 and XX/XX/2020. Four NSF fees were charged accordingly with each one of these attempts. On XX/XX/2020, I requested to be removed from automatic payments, because I would prefer to handle the situation on my own if the company can not. During a pressing time in our nation with the COVID outbreak, I am trying to make payments and not hurt my credit score. NewRez Shellpoint, however, seems uninterested in fixing the issue and actually receiving a proper payment from me so that they can continue to charge NSF fees. Despite my verbal and written requests to be removed from automatic payments on XX/XX/2020, an attempt was still made to pull money from an account that is listed incorrectly on XX/XX/2020 and fee was charged. Every time I call them, I am told that the issue has been taken care of. Then, within ten days, the same issue arises. This should not be an a problem that is taking over 50 days to resolve. Every single person I speak to is incredibly rude, despite admitting that I am not at fault here. I have been promised eight times that a supervisor would call me back, but have never received any phone calls. I have never experienced such poor customer service from a company that should be serving its clients. This feels like a purposeful attempt to prevent me from paying off my mortgage in a timely manner. All emails that have been sent have to be sent through their online portal, so I am unable to have those access to those documents myself. The emails are usually referenced by the specialist on the phone with me, so I know they are receiving them.

Company Response: Company believes complaint is the result of an isolated error

State: MA

Zip: 02121

Submitted Via: Web

Date Sent: 2020-04-02

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


Want more visibility for this complaint, upvote it. Less, downvote it. :)
Complaint ID: 3589990

Date Received: 2020-04-02

Issue: Struggling to pay mortgage

Subissue:

Consumer Complaint: Due to the recent COVID19 impacts I reached out to Shellpoint/NewRez for assistance with my mortgage and was advised I was only able to be given a forbearance plan which would not help in my current situation. I asked for a deferment which would move the payments to the end of the loan and allow me to maintain the payments. I asked to speak to a Supervisor on the call and the agent refused to let me speak to a Supervisor. In our current environment this company has not provided the appropriate options to help consumers during this time.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: TX

Zip: 75052

Submitted Via: Web

Date Sent: 2020-04-02

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


Want more visibility for this complaint, upvote it. Less, downvote it. :)
Complaint ID: 3589366

Date Received: 2020-04-01

Issue: Trouble during payment process

Subissue:

Consumer Complaint: My original mortgage holder was XXXX and they went into bankruptcy. As a result my load was moved to a second hand horrible company called newRez or Shellpoint Mortgage Services I am really unsure. Their phones all say they are a debt collector not a mortgage company. In XXXX XXXX stopped taking my payment and NewRez/Shellpoint was not taking payments until after XX/XX/XXXX. I received a notice of default and intent to accelerate on the XXXX of XXXX. I did not receive a bill, or any other form of communication from them until this. I immediately called and paid. Confirmation # XXXX I was told my account was in good standing and that i had 60 days before it would have been reported. The next week I received a call from my assigned point of contact XXXX XXXX phone number XXXX ext. XXXX stating she needed to speak with me about my defaulting loan. I have tried numerous times to contact her and have not been able to. Today I received a certified letter stating " Notice of default and intent to accelerate '' I was unable to pay my mortgage to my old company and the new company was not taking my payment. Their online payment center has never operated correctly. This is now becoming harassment. I have called and spoken with 2 other agents who verified that the account was up to date and no past payments were due. I am not sure what to do from here but this is absolutely ridiculous. They need to leave me alone. They have their money.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: UT

Zip: XXXXX

Submitted Via: Web

Date Sent: 2020-04-01

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


Want more visibility for this complaint, upvote it. Less, downvote it. :)
Complaint ID: 3589320

Date Received: 2020-04-01

Issue: Trouble during payment process

Subissue:

Consumer Complaint: My complaint concerns the failure of my loan servicer, NewRez LLC ( " NewRez '' ), to pay my homeowners insurance premium from my escrow account. When I was forced to make the payment to avoid cancellation of the policy, NewRez refused to reimburse me from my escrow account. On XX/XX/XXXX, I refinanced the mortgage on my condominium located at [ redacted ]. The loan originator was XXXX XXXX XXXX , XXXX. When I refinanced the loan, I submitted evidence of insurance that I had homeowners insurance with Illinois XXXX XXXX XXXX ( " XXXX '' ). XXXX listed XXXX XXXX XXXX , XXXX as the mortgagee on my policy, and the premium was set up to be paid from my escrow account. Shortly after I refinanced, my mortgage was sold and NewRez was named the new loan servicer on XX/XX/XXXX. NewRez thereafter took no steps to contact XXXX to update the mortgagee clause on the homeowners insurance policy. Because NewRez did not notify XXXX that they had acquired the loan, XXXX sent XXXX XXXX XXXX the bill for the renewal premium in XX/XX/XXXX. I advised XXXX on XX/XX/XXXX that NewRez had acquired the loan. The XXXX agent, who is incredibly responsive, attempted to contact NewRez several times over the next month to get information about how to submit the bill for payment and update the mortagee clause, but New Rez did not respond. A copy of my correspondence with XXXX is attached as Exhibit A. On XX/XX/XXXX, XXXX notified me that it still had not received payment of the premium and that my policy would be cancelled if payment was not received by XX/XX/XXXX. Given NewRez 's complete failure to respond to the XXXX agent on this issue and my difficulties getting NewRez to pay anything out of the escrow on another issue, I had no faith that NewRez would pay the premium by XX/XX/XXXX. I accordingly paid the premium myself on XX/XX/XXXX to avoid cancellation of the policy. A copy of an e-mail confirming that I paid the premium is attached as Exhibit B. I called NewRez later that day to request reimbursement of the premium payment and seek an explanation as to why NewRez never responded to XXXX ' inquiries. The customer service representative sent me a form for XXXX to submit to update the mortgage information on the policy, but would not agree to reimburse me for my premium payment from my escrow account. XXXX submitted the form provided by NewRez to update the insurance information on XX/XX/XXXX, but NewRez has not processed it. ( See, Exhibit C ). In subsequent phone calls with NewRez, the representatives tell me that I can not obtain a direct reimbursement of the premium payment from my escrow account. Instead, they say I can only get a reimbursement from XXXX after NewRez pays the premium. NewRez, however, still has not paid the premium, and it will not because the amount due on my XXXX policy is {$0.00}. A copy of my correspondence with NewRez is attached as Exhibit D.

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers

State: IL

Zip: 606XX

Submitted Via: Web

Date Sent: 2020-04-01

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


Want more visibility for this complaint, upvote it. Less, downvote it. :)
Complaint ID: 3589183

Date Received: 2020-04-01

Issue: Trouble during payment process

Subissue:

Consumer Complaint: I am launching a complaint against Shellpoint Mortgage Servicing and allege that it has engaged in fraudulent and possibly illegal activity in an attempt to wrongfully foreclose on my home. Since my mortgage loan was sold to Shellpoint, I have experienced the following : 1. Refused payments 2. Delayed processing of payments 3. Lost payments 4. Questionable fees applied 5. Charged excessively for lender placed insurance 6. Non-existent customer service In XXXX, my mortgage loan was serviced by XXXX XXXX. Unbeknownst to me, XXXX sold my loan to Shellpoint Mortgage Servicing effective XX/XX/XXXX. I did not get notification of the loan transfer until a couple of months later, nor did I receive monthly statements. I had continued to pay XXXX until I received the late notice. As soon as I was notified that Shellpoint was my new mortgage provider, I began redirecting payments there ; however, Shellpoint began rejecting my money orders. Shellpoint sent me a notice of default on XX/XX/XXXX. Apparently, my payments to XXXX after the transfer date were lost ; therefore, Shellpoint considered me late on my loan. To bring the loan current, I was required to repay two mortgage payments totaling {$950.00} along with a 75 % late fee of {$700.00} and a {$330.00} inspection fee. Because Shellpoint would not accept my money, I retained a lawyer to represent me in this matter. The lawyer sent a letter to Shellpoint on XX/XX/XXXX regarding the rejected payments and my intention to cure any alleged default. On XX/XX/XXXX, Shellpoint responded indicating that I was required to pay {$6000.00} good through XX/XX/XXXX, which included {$4200.00} in total payments and {$2000.00} in attorney fees. On XX/XX/XXXX, my lawyer sent a cashiers check for {$6000.00} to Shellpoint to bring my loan current. Although I submitted the XX/XX/XXXX payment via money order, I still received a letter from Shellpoint dated XX/XX/XXXX claiming that my XXXX payment was late, and I still owed {$520.00}. I continued to submit my monthly payments. Although I sent the XXXX and XXXX payments on time, the statement dated XX/XX/XXXX indicated that the payments were held until XX/XX/XXXX, once again making me late and charging late fees. At this point, I just didnt know what to do. I kept making payments, and Shellpoint continued to say that I was in default. I again retained the lawyer for legal representation. From that point on, I began sending payments via wire transfer, so that there would be no question as to if or when Shellpoint received the funds. The lawyer also requested that Shellpoint send monthly statements to me. I faithfully made the XXXX, XXXX, and XXXX payments on time ; however, the statement dated XX/XX/XXXX received by my lawyer again listed an overdue payment of {$840.00}. Around this time, Shellpoint stopped responding to my lawyer, who told me there was nothing further he could do for me if Shellpoint would not communicate with him. My mortgage payment increased by almost 50 % due to lender placed insurance that Shellpoint instituted. In XX/XX/XXXX, my payment increased from {$490.00} to {$720.00}, and monthly statements were still not being sent directly to me. I have made every payment to Shellpoint since XX/XX/XXXX. When I attempted to make the XX/XX/XXXX payment, the wire transfer was blocked. I have collected my mortgage payments since then, but Shellpoint wont allow me to make those payments, deliberately creating a situation where I can then be penalized. On XX/XX/XXXX, I received a notice of default. The letter was dated XX/XX/XXXX and postmarked on XX/XX/XXXX. The letter instructed that I am required to pay {$2300.00} by the same date that the letter was generated to prevent acceleration. I have attempted to call Shellpoint on many occasions to ask questions and resolve these issues, but my calls have been placed on hold and then dropped. Initially, my lawyer was able to get some information, but eventually gave up when Shellpoint stopped responding. It has been a struggle just to get monthly statements to understand what Im being charged. I am not the only one having issues with this company. There have been lawsuits filed against it in several states. Hundreds of complaints have been reported to the XXXX XXXX XXXX. I have worked very hard for my house. I have attempted to satisfy Shellpoint and did everything that it demanded, even if it meant making additional payments. I have done everything possible in good faith to try to get current on my mortgage loan, but Shellpoint has made that impossible. This company is engaging in criminal behavior and doing everything in its power to take my home away from me. This situation has caused me XXXX XXXX and XXXX, and I dont know where else to turn for help. I hope there is something that you can do to help me keep my home.

Company Response: Company disputes the facts presented in the complaint

State: NC

Zip: 28401

Submitted Via: Web

Date Sent: 2020-04-01

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


Want more visibility for this complaint, upvote it. Less, downvote it. :)
Complaint ID: 3589034

Date Received: 2020-04-01

Issue: Trouble during payment process

Subissue:

Consumer Complaint: My complaint concerns the abject failure and refusal of my loan servicer, NewRez LLC ( " NewRez '' ), to pay property taxes due for my mortgaged parking spot out of my escrow account. On XX/XX/XXXX, I refinanced the mortgage on my condominium located at [ redacted ]. The loan originator was XXXX XXXX XXXX XXXX XXXX. The mortgage secured the condominium unit ( the " Unit '' ) and parking spot B-32 ( the " Parking Spot '' ). The Unit and the Parking Spot are separately deeded, have separate PIN numbers, and have separately assessed property taxes by the Assessor of XXXX County, IL. The PIN for the condominium unit is [ redacted ]. The PIN for the parking spot is [ redacted ]. I have attached a copy of the Mortgage as Exhibit A. Pages 3 and 13 of Exhibit A show that mortgage secured the Unit and the Parking Spot PIN numbers. Shortly after I refinanced, my mortgage was sold and NewRez was named the new loan servicer on XX/XX/XXXX. NewRez assigned the loan an internal account number of [ redacted ]. In or around the end of XX/XX/XXXX, I received separate property tax bills for the Unit and the Parking Spot. Copies of the bills are attached as Exhibits B and C. Exhibit B shows that the assessed property taxes for the Unit were {$1600.00}. Exhibit C shows that the assessed property taxes for the Parking Spot were {$340.00}. Both bills stated that the amounts were due to be paid by XX/XX/XXXX. If they were not paid on or before XX/XX/XXXX, the balances would incur statutory interest of 1.5 % per month. On XX/XX/XXXX, I checked NewRez 's website to see if the property taxes had been paid from my escrow account. The website showed that NewRez had paid the property taxes for the Unit on XX/XX/XXXX, but they had not paid the property taxes for the parking spot. I called NewRez 's customer service phone number at XXXX and spoke with a customer service representative named XXXX. XXXX told me that NewRez had no record of the property tax bill for the Parking Spot, and told me to forward the property tax bill to the parking spot to an e-mail address of XXXX. XXXX informed me that the tax department would then pay the property taxes for the Parking Spot out of my escrow account. I followed XXXX 's instructions and forwarded the property tax bill to the loan servicing e-mail address. I sent follow-up e-mails on XX/XX/XXXX and XX/XX/XXXX to inquire on the status of the Parking Spot tax payments, but I received no response. Copies of my e-mails are attached as Exhibit D. Further, NewRez 's website and the XXXX County Treasurer 's website showed no indication that the Parking Spot 's property taxes had been paid. Having received no response from NewRez and with the XX/XX/XXXX due date for the Parking Spot property taxes looming, I called NewRez again on or about XX/XX/XXXX. The customer service agent informed me that NewRez had received the Parking Spot Property Tax Bill from me and that it was still being processed by the tax department. She also assured me that NewRez would pay any late interest due if the taxes were not paid by the due date. Several weeks passed without update from NewRez. On XX/XX/XXXX, I received a letter from NewRez stating that " Due to the complex nature of the matter, NewRez respectfully requests additional time to respond fully to your inquiry. '' A copy of the XX/XX/XXXX letter is attached as Exhibit E. I called NewRez 's customer service department and asked to speak directly with the Tax Department to see if I could provide any assistance or any further information that would help them process my payment request so the property taxes on my Parking Spot could be paid without further delay. I was told that the Tax Department " is not a customer-facing department '' and that I could not be transferred to anyone who could directly assist me with paying the taxes. Instead, the customer service representative offered to " escalate '' my issue for more rapid response. I implored the customer service representative to do whatever he could to get the issue resolved, but I was told that " escalating '' my issue was the only available option. On XX/XX/XXXX, I received a letter from XXXX XXXX of NewRez stating, " Please be advised, we made a payment of {$1600.00} to XXXX County Tax Collector on XX/XX/XXXX with the funds from your escrow account. Your taxes are not delinquent. Upon investigation of your dispute, NewRez has been unable to determine that an error has occurred. '' The XX/XX/XXXX letter contained no reference to the separately assessed property taxes that were due on the Parking Spot. A copy of the XX/XX/XXXX letter is attached as Exhibit F. Following NewRez 's XX/XX/XXXX letter, I immediate sent an e-mail to Ms. XXXX and the XXXX e-mail address once again explaining that I have never disputed NewRez 's payment of the property taxes for the Unit. I again implored NewRez to pay the separately assessed property taxes on the Parking Spot. I also called NewRez 's customer service department again. The customer service representative told me that the tax department 's response to my inquiry was " concerning '' but said that all she could do was " escalate '' the matter once again. I sent additional follow up e-mails to Ms. XXXX and XXXX on XX/XX/XXXX and XX/XX/XXXX, but I have received no response. Copies of my e-mails are attached as Exhibit G. NewRez 's abject failure and refusal to pay the property taxes on my Parking Spot from my escrow account is inexplicable, inexcusable, and beyond frustrating.

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers

State: IL

Zip: 606XX

Submitted Via: Web

Date Sent: 2020-04-01

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


Want more visibility for this complaint, upvote it. Less, downvote it. :)
Complaint ID: 3588794

Date Received: 2020-04-01

Issue: Trouble during payment process

Subissue:

Consumer Complaint: email sent after 4 attempts by phone is below The problem is XXXX had my loan and had closed the loan was transferred to New Rez and now a 3rd party Shellpoint is handling this loan XXXX told me the appraisal fee would be waived due to their errors it was never resolved XXXX closed sold loan to New Rez I made several attemps and spoke to New Rez a few months ago and someone was going to call me back with resolution no call was ever made to me in reference to this. Once New Rez purchased the loan it was on statement and I called and they told me it would be resolved 2 months ago and would sit in my statements not affect my credit now New Rez outsourced my loan to Shellpoint and Shellpoint misapplied my XX/XX/XXXX payment to pay the appraisal fee to be paid out of my XX/XX/XXXX due date for my mortgage payment {$310.00} {$810.00} principal and {$490.00} to principal the next statement I received was that my XXXX payment past due with late fees and I made several attempts along with the 3 hour 20 minute call last night to have my payments reapplied correctly and was to be taken care of and no call received like I was told. I just want my payment applied towards my monthly payments and the XXXX appraisal fee to be waived like I was told. I do not want any credit damage or to be late - when I spoke to XXXX last night at Shellpoint he said he received a payment XX/XX/XXXX which brought the XXXX payment current I advised again that that is for the XX/XX/XXXX payment that is due. I called last night after I received an email I would receive a call and no call received I sat on the phone for a total of 3 hours and 20 minutes At New Rex someone picked up XXXX and sd he would have to transfer me advised I already sat on hold for ran hour and half he sd would be 20 minutes sat on hold another hour and half and was transferred to a 3rd party servicer that New Rez transferred to Called Shell Point Talked To XXXX for 20 minutes he adviesed my payments would be reviewed by a supervisor and I would be called between XXXX pm today I received no call today ( BELOW IS THE EMAIL I SENT TO NEW REZ XX/XX/XXXX ) XX/XX/XXXX I have left 4 messages no call back I emailed a few days ago, still so response. You did not apply my XX/XX/XXXX payment I have an excellent credit score and if this affects my credit I am filing a complaint I have never missed a payment!!!!!! you applied 2 checks of XXXX not to my mortgage payment if I do not get a response today and this is reported for your error and you do not apply my payment for XXXX of XXXX there better not be late fees I am contacting CFPB if no response again from your company!!!!!!!!! I want that appraisal fee of XXXX corrected and waived like I was told it would be and DO NOT misapply my payments again I will contact the Consumer Financial Protection Bureau and file a complaint I spoke to several reps and was told NEWREZ was still reviewing from when you bought my loan from XXXX spent several hours talking with reps about the appraisal fee which was XXXX every amount of overpayment you applied towards that. The reps at New Rez said that will sit in balance of loan at end until resolved and reviewed and waived this XXXX was to be waived due the errors from XXXX for the appraisal and they took over 4 months to get someone out to be appraised so I could get rid of th ePMI I was told this would be waived as this appraisal was done to get my PMI off and all the errors XXXX did in the process of the appraisal and pmi taken off. Please respond to my email and contact me today I am calling and filing a complaint today if NO RESPONSE CFPB!!!!!!!!!

Company Response: Company disputes the facts presented in the complaint

State: WI

Zip: 530XX

Submitted Via: Web

Date Sent: 2020-04-03

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


Want more visibility for this complaint, upvote it. Less, downvote it. :)
Select another page to read more about how -real people- receive -real harm- from these banks, credit bureaus, and others.