Date Received: 2020-03-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Since XXXX, we have reached out to New Rez/Shellpoint regarding ways to assist with payments due to hardship. We have multiple correspondence with loan representatives, but no one informed us our options. Letters were sent daily, via certified and regular mail to both loan recipients, regarding past due amounts, which we were well aware of. We were offered a forbearance plan as the 1st option when we were just a little bit past due instead of loan modification or other options. It is after speaking to a specialist in loss mitigation from a different provider that we were told that forbearance is usually the last resort and that modification should have been offered. Our loan could have been brought to current long time prior had this information been provided. We kept receiving general correspondence regarding HUD but no other details. Two and a half months into the forbearance plan, which is for 3 months, we were informed of the loan modification and we applied. About 3 weeks or so later we were denied due to debt to income ratio. Our income was deemed too low based on the monthly expenses since we had a loss of income in the home. Wouldnt someone who had a reduction in household income need assistance and possible reduction in payments like a refinance more than someone that has more income? No I guess not because thats not how they see it so we were denied. They sent a denial letter on XX/XX/17 and we spoke to more loan representatives after that regarding past due amounts and the denial and how we can proceed from here. Eventually after getting no where with the assigned point of contact and other reps, I decided to withdraw money from my 401K to cover the past due amount. No one ever advised me of this. We were told to sell things in our home and sell other assets like our car ( how would we get to work in order to pay the mortgage? ). So ridiculous. I had a 11-business day waiting period to pull the loan from my bank IRA in order to use the money. During that waiting period, we received a letter from an attorneys office regarding the total amount of the loan and that we need to pay it due to foreclosure proceeding. We called Shellpoint and spoke with a loan representative who informed me that the house is not foreclosed but that they had started the foreclosure proceedings to get a lawyer and those were legal fees of over {$300.00} that was due on top of that past due amount as well of over {$12000.00}. Not once did we ever receive correspondence that house would be foreclosed. The notifications we did receive mentioned that if the $ 12,000+ payment wasnt received by 45 days which would be sometime in XXXX and this is XXXX, that they would proceed with foreclosure. So, Shellpoint went against their word and started proceedings. I paid the past due amount without the legal fees since those arent valid fees. I was then told by a loan representative on our case that once our financial situation got better, we could apply for a loan modification again and it should be better. We kept getting harassing calls saying our loan is past due & tell us we owe legal fees for foreclosure. They were sending 6-12 letters at once. most of them which I returned. Now its XXXX & applying and told that we dont qualify for loan modification program because FHA loan doesnt qualify for loan modification and our account is in good standing. According to HUD website, there is an FHA Home Affordable Modification Program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2020-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: ive had loan with XXXX later changed name to XXXX XXXX for almost 10 years in XXXX sold my loan to shellpoint morgage servicing. 3 months later approximately XX/XX/XXXX sent me letter havent paid my insurance on condo but i had whole time sent then state farm insurance with policy and all details then called state farm and they sebt copy of whole policy, about month later recuieved letter again never paid insurance, they said when callled never recieved and took XXXX ourt of escrow and owe another XXXX and XXXX im on XXXX and am double paying my insurance sent then through condo manager with details of company who to contact asnd manager at condo, they throught it away according to supervisor i talked to later, then said she needs to talk to condo manager with conference call she set up time at XXXX XXXX to XXXX next day i called condo manager make sure there and oked but shellpoint supervisor hasnt called is 3rd day now and i cant ask manager to wait for calls never come they have told me on several occasions had info processing and dont worry everything straighted out never happened and about 20 or more times i left number on answering machine said would call back in order recieved didnt call back but one and didnt call back for conference are lying to me putting me heave in debt and i have all bills baid
Company Response: Company disputes the facts presented in the complaint
State: MO
Zip: 63128
Submitted Via: Web
Date Sent: 2020-03-07
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Subject : Discrepancies to Escrow Account Statements and Monthly Payment Statement. On XXXX XX/XX/XXXX, a telephone conversation with Shellpoint Servicing Customer Service agent, was conducted, pertaining to the incorrect Hazard Insurance Premium rate and monthly escrow payments to Shellpoint Mortgage Servicing Annual Escrow Account Statement ( Re-Analysis ) dated XXXX XX/XX/XXXX. The escrow account statement dated XXXX XXXX show the Annual Hazard Insurance Premium rate at {$1400.00} and monthly escrow payment at {$120.00}. After reviewing the escrow account statement. The homeowner contacted the insurance company ( XXXX ) and informed the insurance that the annual hazard insurance premium was very high, which XXXX XXXX made an adjustment to lower the homeowners hazard insurance premium to {$1200.00}. The new premium rate was immediately forwarded to Shellpoint Mortgage Servicing via email on XXXX XX/XX/XXXX. On XXXX XX/XX/XXXX, a follow-up telephone conversation with a customer service agent for Shellpoint Mortgage was made and a discussion pertaining to the incorrect amounts on the Annual Escrow Account Statement dated XXXX XX/XX/XXXX are incorrect and request for corrections to escrow account statement. The customer service agent was informed by the homeowner that the hazard insurance premium should be {$1200.00} and the monthly escrow payment should be {$100.00}. The customer service agent stated to the homeowner that a statement/comments will be added to the account and a customer service complaint was submitted and forwarded by the customer service agent to the escrow department and billing department to make the new amount charges immediately. On XXXX XX/XX/XXXX, another follow-up telephone conversation with a customer service agent for Shellpoint Mortgage was made and a discussion pertaining to the errors on the Annual Escrow Account Statement dated XXXX XX/XX/XXXX. The customer service agent stated that the Hazard Insurance Premium rate at {$1400.00} and monthly escrow payment at {$120.00} and a shortage payment of {$240.00} is due on XXXX XX/XX/XXXX. The homeowner response to the customer service agent that the information is incorrect and should be hazard insurance premium should be {$1200.00} and the monthly escrow payment should be {$100.00}. On XXXX XX/XX/XXXX, a Letter of Complaint was forwarded to Shellpoint Mortgage Servicing pertaining to the incorrect escrow statement dated XXXX XX/XX/XXXX and other issued with homeowners mortgage account which Shellpoint Mortgage servicing did not resolved from the first Consumer Financial Protection Bureau ( CFPB # : XXXX ). The letter dated XXXX XX/XX/XXXX reads as follows : This letter is in response to the Consumer Financial Protection Bureau complaint and Shellpoint Mortgage Servicing Letter dated XXXX XX/XX/XXXX. I am writing because : A review of the Annual Escrow Account Disclosure Statement dated XXXX XX/XX/XXXX still shows the following errors : Error-1 : The month of XX/XX/XXXX, additional amount of {$16.00} was not added to the escrow account. The amount in questions was place as Unapplied Partial Payment. This was to be added to the escrow account as instructed per the payment stub for XX/XX/XXXX. Error-2 : Escrow Statement still shows XXXX tax payment of {$1.00} still on escrow statement. As per Shellpoint Mortgage letter dated XXXX XX/XX/XXXX, confirmed the correct amount should reflected {$0.00}. Error-3 : The XXXX hazard insurance premium shows amount of {$1400.00} was incorrect. As of XXXX XX/XX/XXXX, the new XXXX Hazard Insurance premium is {$1200.00}. A correction notice from XXXX dated XXXX XX/XX/XXXX was forwarded to Shellpoint Mortgage Servicing via email. The escrow statement as of XXXX XX/XX/XXXX is now incorrect. On XXXX XX/XX/XXXX, another follow-up telephone conversation with a customer service agent for Shellpoint Mortgage was made and a discussion pertaining to the errors on the Annual Escrow Account Statement dated XXXX XX/XX/XXXX. The customer service agent stated that the Hazard Insurance Premium rate at {$1400.00} and monthly escrow payment at {$120.00} and a shortage payment of {$240.00} is due on 1 XX/XX/XXXX. The homeowner response to the customer service agent that the information is incorrect and should be hazard insurance premium should be {$1200.00} and the monthly escrow payment should be {$100.00}. The homeowner also questioned why the payment history data shows that Hazard Insurance to read as : {$1200.00} and why the mortgage payment XX/XX/XXXX is still XXXX and escrow account still show {$120.00} and why the homeowner still must pay {$240.00} shortage payment for the escrow account. The home owner reply to the customer service agent that Shellpoint Mortgage use still using the wrong hazard insurance premium of {$1400.00}, which the escrow account is still wrong. The correct hazard insurance premium is {$1200.00}, which Shellpoint Mortgage has posted to the homeowners payment history information. The homeowner requested that Shellpoint Mortgage need to make the correction the homeowners mortgage account and the new total payment for XX/XX/XXXX should reads as : ( a ) Hazard Insurance to read as : {$1200.00} ( b ) New monthly escrow payment should be : {$100.00} ( c ) Borough tax should be : {$0.00} for all tax quarterly payment periods. ( d ) Monthly payment for XXXX XX/XX/XXXX in the amount of {$1700.00}, which includes ( Principal, Interest and Escrow ). ( e ) Never received a corrected copy of the Annual Escrow Account Statement dtd XX/XX/XXXX. The list of documents is attached this letter of complaint are : a ) Shellpoint Mortgage Servicing Letter dtd XX/XX/XXXX b ) Shellpoint Mortgage Servicing Annual Escrow Account Statement dtd XX/XX/XXXX c ) XXXX Homeowners Hazard Insurance Premium Notice XX/XX/XXXX d ) Copy of XXXX Mortgage Statement dtd XX/XX/XXXX In closing, this customer is very disappointed will Shellpoint Mortgage Servicing, how this company handles complaints and concerns when it comes to a customers account. The homeowner is also very disappointed with the customer service telephone system. On XXXX XX/XX/XXXX, the homeowner had to make three ( 3 ) telephone calls and had a waiting/hold time of 30 to 40 minutes on each call to their XXXX. This is a very poor way how this mortgage servicing company answer their telephone and service their customers. This is the homeowners 3rd complaint pertaining to the escrow statement, which is still wrong and having issue the total monthly mortgage amount. Shellpoint Mortgage Servicing needs to do the right thing my correcting the homeowners account ( s ) to show the correct information as stated in this complaint.
Company Response: Company disputes the facts presented in the complaint
State: NJ
Zip: 07621
Submitted Via: Web
Date Sent: 2020-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was bought from XXXX to Shellpoint ; New Rez ; New Penn Mortgage Co. I didnt have any problems with XXXX whatsoever, but Ive had nothing but problems with Shellpoint ; New Rez ; New Penn. My mortgage payment went from {$1000.00} to {$1900.00} in XX/XX/XXXX. At that point I contacted Shellpoint ; NewRez ; New Penn to find out exactly how it couldve gone up almost {$1000.00}! They informed me that it was due to the Escrow Shortage & we ALL AGREED on spreading the Escrow Shortage for XXXX & XXXX ( factoring in an extra amount it would go up again ) for 36 months bringing it to {$1500.00}. They charged me late fees & some " other fees ( which customer service couldnt provide me with what those " other fees were ). I sent emails, faxes & called numerous times trying to make my payments over the phone, which they would NOT ACCEPT due to the discrepancy of the mortgage amount. I even reached out to the section of their website stating " if you need help with your payments or you can not make your payment please contact us & someone will respond to you to help you through this, again NO RESPONSE! Next thing I know is that Im receiving text messages, phone calls, & shady people coming to my house to see if they could buy it, since its Public Records once the Mortgage Company Forecloses on your house! Again NO ONE would return any emails, faxes or phone calls that I sent! But they wanted my house! They even had an attorney sending me letters, with whom I contacted & they stopped the Foreclosure on their end & called the Mortgage Company to Reinstate my loan. Finally after I spoke to the Loss Mitigation Dept. & had to pay {$8900.00} to " catch up on my loan they assured me that there was a {$0.00} balance & that I didnt owe anymore until my mortgage payment in XXXX for {$1500.00}. After receiving a statement from them for XXXX, it showed that I owed approximately {$890.00} for " other fees & that I again was behind on my mortgage! I spoke to the Loss Mitigation Point of Contact person that had been handling the Foreclosure part of my account & she said that they would try to get those fees removed & for me to not worry about it. They are still on my statement as of XX/XX/XXXX, but now they took out {$1800.00} out of my bank account for my mortgage payment for XXXX. I tried to call Customer Service prior to this coming out of my account & left 3 messages, which no one ever returned my call. I tried to cancel the automated recurring scheduled payment but their website would not allow me to do so. FINALLY after I got in touch with a Supervisor, which is the highest person you are able to speak to, he informed me that they did my Escrow Analysis in XXXX & redid it for 12 months, which voided the original agreement for 36 months from last year. Again without my knowledge of any of this! According to them they sent out the Escrow Analysis on XX/XX/XXXX, which I NEVER RECEIVED, just like last year, but I did receive the Escrow Analysis dated XX/XX/XXXX, on XX/XX/XXXX! After the fact!! The county doesnt even send out the Property Tax documents until XXXX or XXXX each year, so why they did this in XXXX without letting anyone know about it until it was too late, is just another terrible way of how they do business! So as of right now I am in the same situation with them as I was last year in XXXX/XXXX when the whole Foreclosure proceedings started after they would NOT ACCEPT MY PAYMENTS! Im going to have to sell my house now just so that I dont have to deal with them anymore!! Im trying to recover from XXXX XXXX XXXX XXXX after losing my father who I took care of for approximately 10 years & am not able to finish my XXXX XXXX due to all of the stress that this company has put me through! I will attach or submit documentation as needed. Thank you for any help in this matter, XXXX XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2020-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing took over my loan and 3 months in they are AWFUL. They keep hounding us about our proof of insurance on our condo in not acceptable to them. This is the insurance that the home owners association buys for the entire complex and has been fine for everyone else 's mortgage companies. At first they complained they didn't have a copy of our proof of insurance. Understandable since they took over the mortgage from another company. Not sure why they didn't get that from the company they took the mortgage from and make it MY problem - their new customer, but whatever. Sent them the paperwork that has worked for every other mortgage company. Second warnig said they still did not have " acceptable '' proof of insurance. After calling them, they wanted more detail information of insurance on my specific building which we provided. Final warning they said they found the hazard deductible unacceptable to their standards. ( turns out they were looking at the policy covering the wrong building - a garage and not my actual building ). Finally they sent me a notice they were putting a charge to my escrow account to pay for insurance. These people are crooks and should be shutdown. A simple websearch will tell you how bad this company is.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: WA
Zip: 98110
Submitted Via: Web
Date Sent: 2020-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX, NewRez LLC DBA Shellpoint Mortgage acquired servicing rights to my mortgage from XXXX. My county issued a tax bill in XX/XX/XXXX that was due at the end of XX/XX/XXXX. NewRez followed prior experience on the loan and made a payment in XX/XX/XXXX as though it was a semi-annual bill. They paid approximately half of the total amount at that point. Per previous years that were handled by XXXX, that would have put them on target to pay the remainder ( the second semi-annual payment ) in XXXX of XXXX. But, since the county ( XXXX County, MD ) issued the bill as an annual bill, the total amount due was expected by end of XX/XX/XXXX. The remainder of the amount due to the county was issued by NewRez on XX/XX/XXXX, and included penalties imposed by the county. That payment was not posted to XXXX County until XX/XX/XXXX, and included over {$300.00} in penalties. This amount came from my escrow. Late in XXXX, NewRez did an escrow analysis and determined that I needed to increase my escrow payment by approx $ 385 monthly beginning XX/XX/XXXX to meet the escrow amount needed to pay the bill when it becomes due again in XXXX. This was on top of an analysis that added over $ 100 monthly beginning XX/XX/XXXX. On XX/XX/XXXX, I called NewRez and asked to speak to someone who could correct this error, and was told that my only path was to email to the servicing group there. I did so. I got an acknowledgement of receipt of inquiry 6 days later with a notice that it can take 30 days to respond. I have gotten nothing from them since, other than to recognize the increased payment due. They have mishandled my account from the day that they got it. They are not servicing it properly. Their failure to pay my full tax bill resulted in a notice received by me that my property would go to tax sale. Additionally, my federal and state income taxes have been impacted as my real estate tax payment amounts were short in XXXX.
Company Response: Company believes the complaint is the result of a misunderstanding
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage account was transferred years ago from XXXX, XXXX, XXXX, to now Shellpoint. This account has been in distress since the listed Servicers have taken over the account. And it goes beyond just bad customer service, accounting and the misplacement of my payments but my PMI and tax bill as well. My current monthly mortgage is {$1100.00}. Transferred XX/XX/19 to ShellPoint. Before the transfer, I was sending monies in ADVANCE of {$600.00} bi-weekly to XXXX. To provide full payment an additional {$88.00} to be applied to the principle. I contacted your ShellPoint on XX/XX/19 at XXXX, and it was confirmed there were XXXX sitting in the unapplied account from XXXX transfer that was paid on XX/XX/19 ( principal {$220000.00} ). ShellPoint confirmed again through correspondence on XX/XX/19, there was money sitting in suspense account. Monies were never applied. I continuously contacted ShellPoint several times about posting payment after I made another payment of XXXX on XX/XX/19, to no avail, never applied. There was money sent XX/XX/19 that was applied to XXXX. The {$88.00} principal payment applied from Shellpoint payment history provided did not decrease the principal balance but increased. Also, Shellpoint adjusted my principle balance with an increase of {$600.00} ( principal, XXXX, XXXX ) in error and without notice. The payment history amounts listed in some of the columns are not shown. I currently have fees accessed to the account. Unexplained amounts indicated ( legal, other, etc. ). Considering the misplacement of payments and reviewing the payment history provided by XXXX and Shellpoint, I have to question the authenticity of the recent payment history provided.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22408
Submitted Via: Web
Date Sent: 2020-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This problem originally included both XXXX and XXXX ; XXXX corrected the issue and removed any reference to Shellpoint from my credit report. XXXX did not. The furnisher company involved is Shellpoint Mortgage Servicing, a division of NewRez LLC. The company services a mortgage that is under foreclosure and has been for the past 10 years. The last payment made on that mortgage was XX/XX/XXXX. The resolution they filed with XXXX even had that date but somehow they also claim I made some kind of payment in XXXX. I did not. The record proposed by Shellpoint also claims " paid as agreed '' but shows a 180+ days delinquency, a glaring inconsistency. In XXXX, Shellpoint was not the servicer of the loan and it belonged to a different company as well ( Shellpoint services it for XXXX XXXX, XXXX ; it was serviced previously by XXXX XXXX XXXX which never recorded a payment in XXXX ). Attached is an Affidavit from an employee of Shellpoint that was filed in an unsuccessful bid to foreclose on the house, and which specifies that no payment was received since XX/XX/XXXX. Also attached is XXXX 's report on the issue. Notice that the information that supposedly came from Shellpoint is internally inconsistent ; on one page they acknowledge that the date of first delinquency was XX/XX/XXXX ( I'll accept even though it was XX/XX/XXXX, the difference is immaterial ). In another place, they claim payment in XX/XX/XXXX. This is not in keeping with the sworn affidavit or the other statement in the Report. When I tried to explain this to the representatives at XXXX, they claimed not to have access to the PDF I was trying to explain to them and that is attached here, so we had unnecessary difficulty coming around to the inconsistency and source of the trouble.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10458
Submitted Via: Web
Date Sent: 2020-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan was with XXXX transferred to SHELLPOINT XXXX, had nothing but problems, escrow account not paid, said was paid!!!!!!!!!!!!! On phone now with SHELLPOINT XXXX on hold for 30 minutes said ALL IN MEETINGS! BUNCH OF LIARS! NOW SAID FORCED PLACED INSURANCE!!!!!!!!!! Been trying to modify loan, is a 15 year loan, said, payment will go up, i was in an accident, XXXX of XXXX XXXX! NOTHING BUT LIES WITH THE BANK! Asked about impounds said call county for property taxes that is there job! MODIFICATION DENIED SAID PAYMENT WOULD GO UP!!!!!!!!!!!!?!?!?!? OLD BANK DIDNT NOT PAY THE INSURANCE OR PROPERTY TAXES!!!!!!!!!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 61821
Submitted Via: Web
Date Sent: 2020-03-05
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-03-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have attached several of the correspondence emails with NEWREZ ; LETTER TO NEWREZSHELLPOINT XX/XX/XXXX Followup on my account payment history. As stated in the previous email, for which I have not received a response, I have made all payments. There is one exception in that NEWREZ for some reason cancelled my scheduled payment in XX/XX/XXXX. I made several phone calls, which are in your files for my account to resolve the problem. I have pasted the payment amounts and dates as recorded on my XXXX banking account information here. PLEASE correct my CREDIT REPORTS and email me a statement that I have made all payments on time and in full for the last 12 months. VERIFICATION OF PAYMENTS TO NEWREZSHELLPOINT ON TIME AND IN FULL Dear Ms. XXXX ; XX/XX/XXXX Thank you for your response to my inquiry. You seem to base your investigation on the premise that since two payments were received in XX/XX/XXXX, I failed to meet the deadline for the XX/XX/XXXX payment. Are you aware of my agreed upon skipping the XX/XX/XXXX payment, requiring me to pay XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX TEL ID : XXXX ACH debit {$2500.00} XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX TEL ID : XXXX ACH debit {$2500.00} for three months to make up for the skipped payment. XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX TEL ID : XXXX ACH debit {$2500.00} for three months to make up for the skipped payment The late payment for XX/XX/XXXX was due to NEWREZSHELLPOINT placing a stop pay on my XX/XX/XXXX payment. This occurred because I had actually made two payments ... one for XXXX and the other for XX/XX/XXXX NEWREZ-SHELLPOIN ACH {$1900.00} PMT XXXX TEL ID : XXXX Talking to a customer service representative she concurred that I had erroneously made a 4th payment for XXXX. This payment was after I had satisfied my contractually agreed upon repayment. This is the payment that was cancelled by NEWREZ. I made the payment of XXXX but that was summarily cancelled, also. This was an unforced error that should not have happened. Please know that I had every intention to and did make the payment for XX/XX/XXXX. When the error was discovered in XX/XX/XXXX, I immediately sent the XXXX. Please review these records and you will find I did comply with my contractual obligation. through no fault of my own, that payment was not applied, as it should have been. It is imperative my credit report be corrected to adjust this error. Thank you for your attention to these details. Sincere regards XXXX XXXX XX/XX/XXXX Newrez-Shellpoin ACH Pmt XXXX Tel ID : XXXX XXXX XX/XX/XXXX Newrez-Shellpoin ACH Pmt XXXX Tel ID : XXXX XXXX XX/XX/XXXX Newrez-Shellpoin ACH Pmt XXXX Tel ID : XXXX XXXX XXXX ACH Pmt XXXX Tel ID : XXXX XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX {$1900.00} Sincere regards XXXX XXXX This is NEWREZ 's response to my request for documentation of phone conversations, which are recorded, that will provide documentation that the error of payment was wholly on NEWREZ , and in no way was I responsible for the cancelled payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46805
Submitted Via: Web
Date Sent: 2020-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A