Date Received: 2023-11-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have spoken to a representative on XXXX and a supervisor on XXXX. My mortgage is being raised XXXX which I don't understand since I have a surplus of XXXX in escrow. I asked if I can pay the increase to keep my payment the same. Mind you I'm paying an increase with a surplus in escrow. They told me no, that is not the way the ecrow department set it up. My mortgage was just sold to these people and in all other companies I had I was always given the opportunity to pay the shortage not to increase my monthly payment. This is the first company that my mortgage was raised and my escrow has a surplus. They don't want to hear it and keep telling me that, that is the way it is set up. I even asked her what is the sense to pay additional towards your escrow to avoid an increase when you don't acknowledge overages or surplus and raise the payment anyway because that is the way they have it set up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XX/XX/XXXX Loan Number : XXXX Shellpoint Mortgage Servicing XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX, SC XXXX Re : Demand for Property Documentation and Title Information Pursuant to Virginia Law I hope this letter finds you well. I am writing as the successor in interest to the property located at XXXX XXXX XXXX XXXX XXXX, VA XXXX. I demand the following documentation and information in accordance with Virginia law : Property Ownership and Title Documentation : 1. Deed of Trust or Mortgage : A copy of the original Deed of Trust, and Mortgage related to the property, signed on XX/XX/XXXX, as required by the Code of Virginia 55.1-301. 2. Promissory Note : A copy of the Promissory Note related to the property, signed on XX/XX/XXXX, as mandated by the Code of Virginia 55.1-301. 3. Satisfaction of Mortgage or Deed of Trust : Documentation confirming the satisfaction of the mortgage or deed of trust, as per Code of Virginia 55.1-309, which requires the release of the deed of trust upon full payment. Property Purchase and Settlement Information : 4. HUD-1 Settlement Statement : A copy of the HUD-1 Settlement Statement or similar Closing Disclosure, as required by Code of Virginia 55.1-701, providing a detailed breakdown of all financial transactions related to the property purchase. 5. Title Insurance Policy : Documentation of the title insurance policy obtained during the property purchase, as required by Code of Virginia 38.2-2204, which mandates title insurance for real estate transactions. Title and Title Search Documentation : 6. Title Search Report : A copy of the title search report confirming the chain of title, in compliance with the Code of Virginia 55.1-340. 7. Title Insurance Claims History : Any records related to title insurance claims made regarding the property 's title, as well as the outcomes of those claims, in accordance with Code of Virginia 38.2-2204. 8. Title Transfer Documents : All documentation related to the transfer of title from the previous owner to the current property owner, as per the Code of Virginia 55.1-304. Receipts and Records of Payments : 9. Receipts and Records of All Payments : Copies of all receipts, records, or documentation regarding payments made during the property purchase process, proof that this was a foreclosure sale, including earnest money deposits, down payments, closing costs, and any other related expenses, in compliance with Code of Virginia 55.1-501. Settlement Agency Records : 10. Settlement Agency Records : All documents and records detailing financial transactions, title transfer, and disbursement of funds made by the settlement agency involved in the property purchase, as required by Code of Virginia 55.1-1201. Property Correspondence and Agreements : 11. Correspondence and Agreements : Copies of all contracts, agreements, and closing documents related to the property purchase, including the purchase and sale agreement, the deed, and the note, as necessary to establish compliance with the Code of Virginia 55.1-703. Proof of Transactions and Liens : Documentation showing proof of financial transactions, payments, and the status of any liens or encumbrances on the property, as required by the Code of Virginia 55.1-341. Additional Documents : 12. Correspondence with Investor and Owner : Copies of all correspondence between your company and the investor and owner of my loan, XXXX XXXX. This information is necessary for legal and financial clarification. 13. Proof of Property Assessment : Please provide the proof of property assessment, including how, when, and by whom the home value was determined, to ensure compliance with the Code of Virginia 58.1-3982. Personal Property Taxes : 14. Personal Property Tax Records : Copies of all records related to personal property taxes paid for the property, including receipts and payment history. Loan Servicing and Escrow Information : 15. Loan Servicing Documentation : All documentation, records, and correspondence related to the servicing of the loan since XX/XX/XXXX. This should include information on loan payments, escrow accounts, and how funds were applied. This demand is based on my legal rights and responsibilities as the property owner and the relevant Virginia laws that ensure transparency and compliance with property transactions. Please note that this is a formal demand and not a request. I kindly request that you provide these documents within 30 days from the date of this letter. Additionally I hereby request, pursuant to the rights granted to me under Virginia law, the following documentation and information related to the property transaction and trustee sale : 1. Full documentation supporting the claim that the property was sold at a trustee sale in front of the county courthouse on XX/XX/XXXX. XXXX. Comprehensive transaction records showing the date, parties involved, and the terms of the sale, especially the date of the alleged payment of my loan in full on XX/XX/XXXX. XXXX. All documents detailing the settlement process that occurred on XX/XX/XXXX. XXXX. Proof of the seller 's authorization, as I dispute any claims that I agreed to or participated in the sale of my property. XXXX. All records and correspondence regarding the property sale, including any agreements or authorizations provided by me. XXXX. All documentation proving that this sale was conducted according to the relevant Virginia laws, including the distinction between nonjudicial and judicial foreclosures. XXXX. Evidence of compliance with all applicable legal requirements regarding property transactions. I am also formally requesting all records of communication between Shellpoint Mortgage Servicing, XXXX XXXX, and me regarding the sale of my property. This includes but is not limited to email correspondence, letters, agreements, and phone call records. Additionally, I demand access to the documentation of the assessment conducted to determine my property 's value, as well as records indicating when and by whom this assessment was carried out. I also request documentation related to my personal property taxes, all records regarding the servicing of my loan since Shellpoint Mortgage Servicing assumed responsibility in XX/XX/XXXX, including details of the escrow account and the allocation of funds. It is crucial to recognize that these requests are not mere inquiries but demands rooted in Virginia law. Failure to comply with these requests XXXX result in legal actions to protect my rights as the successor in interest to the property and to address the inconsistencies and concerns surrounding this property transaction. Your prompt attention to this matter is greatly appreciated. Please send the requested documentation to my address listed above. If you have any questions or need further clarification, please do not hesitate to contact me at ( XXXX ) XXXX. I can also be reached via email at XXXX Thank you for your cooperation in providing these essential documents to ensure the clear title of the property and to address related legal matters. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22153
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: As of XX/XX/2023, Newrez LLC took over as my mortgage servicer from XXXX XXXX. On XX/XX/2023 I received a letter dated XX/XX/2023 informing me of delinquent HOA dues of {$3100.00} on my loan and demanding payment. The letter is enclosed for your reference. I do not live at the condominium listed on the letter, nor do I live in a condominium or have HOA dues, so I called the customer service number on my statement, XXXX on XX/XX/2023 at XXXX am and spoke with XXXX. XXXX reviewed my account and told me the letter was sent in error but did not have any additional information, so I asked to speak to a supervisor. XXXX, XXXX picked up and confirmed what XXXX told me and went further to explain that they are aware the letter was sent in error as Newrez had the wrong loan number. She continued to explain that Newrez sent an email to the HOA collection department informing them of the error of account number. XXXX also told me that an updated letter was not sent to me confirming the XX/XX/2023 was sent in error. I told her I require a correspondence in writing that this has been corrected and there is no consequence on my credit report. She instructed me to call the Newrez insurance department directly, XXXX to make sure they contact me in writing regarding their error. On XX/XX/2023 at XXXX I called the insurance department, XXXX, and spoke with XXXX and she refused to help me. She told me to go back to customer service. I hung up and called the same number and spoke with XXXX XXXX. I explained the situation and XXXX reviewed my file and confirmed what XXXX told me and wrote up the problem and sent it to a supervisor and switched me to him. XXXX XXXX picked up and confirmed all that was told to me and assured me a follow-up correspondence will be sent to me. I told XXXX that I want someone at Newrez, preferably a supervisor to take responsibility for this matter and follow-up with me directly. XXXX agreed to take responsibility and will call me in XXXX days to give me an update. Its been XXXX days and XXXX never called. Very typical for how Newrez operates. On XX/XX/2023 I had to call back. I tried the insurance department first, XXXX and after being on hold for XXXX minutes I decided to hang up and call customer service. At XXXX pm on XX/XX/2023 I called customer service, XXXX and spoke with XXXX. XXXX told me she couldnt help me and I had to go to the insurance department directly. I told her they do not pick up the line and please get me supervisor in customer service. Eventually XXXX, a supervisor in the insurance department picked up. I was happy to get a supervisor in the insurance department. I explained the situation to XXXX and she told me nothing has been done on this situation since XX/XX/2023 when I called, and no correspondence was sent to me. The XXXX department has not responded to the email they received on XX/XX/2023 so XXXX sent another email. The process is ridiculous where an email is sent to a general mailbox, its ignored, so an additional email is sent to the same general mailbox. And, by the way, no one is allowed to call the XXXX department to follow-up on the emails and this is between internal departments. How can an organization operate like this? No wonder I am receiving letters in error. I have no confidence that this issue is being rectified and my credit report is not being tarnished. I want Newrez to confirm in writing the letter dated XX/XX/2023 to me was in error. I also want an assurance in writing that there will be no consequence on my credit report regarding their error. There needs to be consequences to these organizations for putting customers through this nonsense. I appreciate any assistance you can give to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06611
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Shellpoint stole my identity and is attempting to collect on a debt not owed. An Identity Theft Report submitted to the IRS on XX/XX/2022, is attached. Shellpoint is using my identifying information without my express authority. Shellpoint failed to initiate a proper investigative consumer report before alleging any debt owed and before reporting said debt to the consumer reporting agencies. This is a {$1000.00} fine per month since Shellpoint appeared on the credit reports. Shellpoint is violating my right to privacy. I did not provide them any signature to authorize any consumer reporting. This is a {$1000.00} fine per month since Shellpoint appeared on the credit reports. And, Shellpoint is violating the exclusion section of the Fair Credit Reporting Act. This is a {$1000.00} fine per month since Shellpoint appeared on the credit reports. I have been wronged. I have been injured. I require remedy.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32162
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Closing on a mortgage
Subissue: Fees or costs after closing
Consumer Complaint: I submitted a complaint to CFPB, number XXXX, company responded and agreed they owed. Stated they would issue payment and would be received in 7-10 business days but has not been received. Emailed shellpoint POC on response but no response has been received. also in regards to their response : I believe it is only fair that interest should be accrued on this outstanding amount, similar to how financial institutions impose interest on late payments. Accruing interest in this manner not only aligns with standard business practices but also serves as a motivating factor to ensure that the debt is resolved in a timely manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60615
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: My mortgage is through Shellpoint Mortgage Servicing, and on XX/XX/XXXX my property had a damage which insurance deemed a total loss, therefore we settled to have insurance payoff the mortgage. My attorney requested a representative from the mortgage company be at the sale of the lot to endorse the check and they were non compliant. We also submitted the 3rd party forms for them to speak directly to my attorney and have still not heard back and that has been over a week ago. The lack of response is putting the sale of the lot and final closing in jeopardy if they do not respond and comply in a timely manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My issue is with XXXX XXXX XXXX and NewRez. In XX/XX/XXXX, my loan was transferred from XXXX to NewRez. Each payment is due on the first of the month. XXXX accepted my payment on XX/XX/XXXX as shown in the document of my bank statements on page XXXX. According to the notification of loan transfer, a check was requested for the first payment and that was cashed on XX/XX/XXXX. According to recent correspondence from NewRez on XX/XX/XXXX, that check was also applied to XXXX when it should have been applied to XXXX. This caused a trickle down effect of appearing as though my payments were a month behind, and it was discovered when NewRez reported a missing payment in XX/XX/XXXX. XX/XX/XXXX check of {$3500.00} should have been applied to XXXX. XX/XX/XXXX online payment of {$3500.00} should have been applied to XXXX. XX/XX/XXXX online payment of {$3400.00} should have been applied to XXXX. XX/XX/XXXX online payment of {$3400.00} should have been applied to XXXX. XX/XX/XXXX online payment of {$3500.00} should have been applied to XXXX. XX/XX/XXXX online payment of {$3400.00} should have been applied to XXXX. XX/XX/XXXX online payment of {$3400.00} should have been applied to XXXX. XX/XX/XXXX online payment of {$3400.00} should have been applied to XXXX. A payment was never missed. I have called NewRez multiple times and submitted many online inquiries, and they refuse to make the corrections even with proof of my bank account statements. I did not choose for my loan to be transferred, I don't understand why the proof of the XXXX payment is not enough to fix it. If a loan is transferred, both companies should communicate payments. This has caused me great stress and has negatively impacted my credit while there is no valid reason.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11563
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Despite multiple written requests, the unverified account/s listed below continue to report on my file. The late payments are inaccurate, the payments were made on time. Please update the late payment markings to show the correct payment history. Update the account/s below SHELLPOINT MORTGAGE XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94544
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My morgage transitioned from XXXX XXXX who received my final mortgage payment before the transition to New Rez. This " XX/XX/XXXX '' payment was made late XXXX. So I did not send my XX/XX/XXXX payment to New Rez ( I did this under direction of XXXX XXXX ). XXXX XXXX did not account for this in the transition and they have stolen my mortage payment. Otherwise New Rez after numerous calls and a formal complaint submission by myself with banking transactions, continues to regard my automated timely payments as LATE. This has resulted in four credit report penalties and my score has dropped XXXX points. I have been promised this accounting will be resolved however they still keep ruining my credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07728
Submitted Via: Web
Date Sent: 2023-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I got a loan from New Rez, which became shellpoint and a few other names. I made every payment on time in addition to making 6 extra payments. I spoke to the company, sent in proof of payments and sent credit companies proof of this. The credit companies claim they didnt receive them even though they were sent return receipt requested. This has caused me untold grief and I cant understand how they can get away with it. They were sued along with XXXX and they lost that suit. Nothing I do seems to help. Please help me get this inaccurate info off my credit record. Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32174
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A