Date Received: 2020-02-05
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Hello I have a closed mortgage on my credit report. Its reporting late. I was never late the company said that It will remain late because its closed. I told them my mortgage was automatacly been deducted. I reaally need my credit showing postive. With all the goodness in your heart. I XXXX both of my XXXX in a truck accident. I XXXX XXXX for a living. I really need these lates removed I dont understand. Please godbless you and your family
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07621
Submitted Via: Web
Date Sent: 2020-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-04
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: Although this debt was discharged in bankruptcy, we have continued to pay the debt to Shellpoint Mortgage Company. Recently, we were a little behind and they reported this loan to a consumer reporting agency as delinquent. When I called to resolve this issue, I was transferred to the " bankruptcy department '' and placed in a system which requested my mailbox number???? Surprise, I don't have a mailbox on their system. Additionally, or perhaps I should say secondarily, the 'system ' said that if I did not have a 'mailbox number ' then I should leave a message for the person who I was calling for in that department. Since I don't know anyone in that department, I could not leave anyone a message and had no alternative except to hang up and call back, wait forever and go through the entire process all over again!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60619
Submitted Via: Web
Date Sent: 2020-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The previous mortgage servicing company, XXXX, apparently went out of business and the new mortgage company, Newrez took our account over on XX/XX/XXXX of this year. I had to wait until XX/XX/XXXX to make my payment online because Newrez was not prepared to process payments until then. I have always made my payments online and almost always on the first of the month. When I went to make my payment I found that the site was charging me {$1.00} to make the online payment. I called Newrez and their representative assured me that the site should not have that charge on it and that I would be reimbursed. I went online to make my XX/XX/XXXX payment only to find that the site again is charging {$1.00} to pay online. This is a violation of my mortgage agreement and Newrez is perpetrating a fraud on myself and other mortgagees. I sent an email to Newrez via their " contact us '' link on XX/XX/XXXX indicating that I wanted action taken on this matter. I advised them that I would contact the Federal Consumer Protection Bureau if they did not get back to me. I provided them with my phone number as requested on the Newrez " contact us '' site. I have not gotten any call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97520
Submitted Via: Web
Date Sent: 2020-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, my loan was being serviced by XXXX but was transferred to NewRez ( Shellpoint ) as of XX/XX/2020. I made a full XX/XX/XXXX payment. I wanted to make a partial payment ; however, their site did not allow for the partial payment. I called and spoke with a young lady who told me to mail a check to a P.O. box and include the verbiage " partial payment '' on my check. I followed her instructions mailed the check on XX/XX/20. The check was applied as a principal only payment. I called again and spoke with a gentleman and he said he would reverse the payment, I called a 3rd time and the payment has not been corrected. I can see the transaction history showing where the payment has been applied and reversed ; however, it continues to be applied as a principal only payment. I am very concerned about this servicer 's practices, the misinformation given to consumers and I'm extremely concerned that my payment will not be applied correctly which could affect my credit history.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2020-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We previously had XXXX XXXX & we were transferred to NewRez/Shellpoint Mortgage Company. They provided free telephone payments and issued a charge if you made online payments. I just received an email that they are now charging for the phone payments and charging {$1.00} for online, if acceptable in our state. I wanted to know if Illinois was allowing them to charge us {$1.00} for this online " service. '' Also, how can they charge money for paying your own mortgage? I called NewRez three times going through the prompts. All three times, when you choose to wait for a representative, then a short 10 second wait and you are disconnected. This is our mortgage company and there is no way to contact them? It is beyond ridiculous and I need them to accept calls. They are terrible with customer service and confirmations. They are not professional at all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2020-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted my mortgage servicing company shortly after I received notice from the county assessor 's office that our XXXX real estate taxes have not been paid. I emailed them the information that they requested and waited for about a week before checking back in. There had been notes made on our account as to the problem, that the information needed was received, etc., but no payment had been sent yet. I waited a few more days and again checked back and again, notes made, but no payment had been sent for our real estate taxes. I emailed them again and demanded that they pay our taxes and I did not get a response this time at all. Our real estate taxes are around {$7400.00} per year. Their failure to pay our taxes by the due date of XX/XX/XXXX has now created a tax consequence where we have missed out on a tax deduction and consequently could owe more tax than we should have if our taxes had been paid. Please advise us as to what recourse we have and how to get our taxes paid.
Company Response:
State: OK
Zip: 740XX
Submitted Via: Web
Date Sent: 2020-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 1 ) The mortgage servicer Shellpoint Mortgage Servicing has failed to accept and permit the submission and review for Mortgage Assistance to Mr. XXXX XXXX XXXX. XXXX XXXX RMA application was submitted 37 days prior to the sale date of XX/XX/2020. Shellpoint Mortgage Servicing stated that no additional information was needed, and that the modification would be processed properly. However instead of processing assistance application, Shellpoint Mortgage entered a sale date of XX/XX/2020. 2 ) Shellpoint Mortgage Servicing confirmed that XXXX XXXX modification application was complete ; however, within 10 days began to request additional information, specially a Profit and Loss form. The Profit and Loss statement has been repeat sent ; however, Shellpoint has not postponed and canceled the scheduled sale date as they indicated. they would. Shellpoint Mortgage Servicing has not honored their statements or agreements. 3 ) Shellpoint Mortgage Servicing improperly started the foreclosure process prior to the customer, XXXX XXXX being 120 days delinquent. Federal Law requires a 120-day Pre-foreclosure period by CFPB mortgage assistance guidelines, ( per 12 CFR 1024.31 ) The promissory note or any other loan contract does not contain a due-on-sale provision, thus 120-day rule is in effect. 4 ) In addition, this constitutes dual tracking, based on the process starting before the 120-day delinquency period and Mortgage stated that file would be reviewed for mortgage assistance programs ; however instead of being reviewed, file was denied and continued to press sale date of XX/XX/2020.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 215XX
Submitted Via: Web
Date Sent: 2020-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My VA Loan was purchased by XXXX in XX/XX/XXXX. They are in the process of selling the loan to New Rez and the transfer will occur on XX/XX/XXXX. My home is in escrow and will fund on XX/XX/XXXX but New Rez stated that they can not accept the payoff until XX/XX/XXXX which will accrue an extra {$700.00} plus in interest and delay the close of escrow. I've been on the phone with New Rez for over an hour with no resolution. The New Rez account # is XXXX The XXXX account # is XXXX My name is XXXX XXXX XXXX Property address : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Ca XXXX My phone # XXXX My e-mail is XXXX Thank you
Company Response:
State: AZ
Zip: 86301
Submitted Via: Web
Date Sent: 2020-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing attempted to foreclose on Homeowner in the midst of discussing a foreclosure alternative with Homeowner. When a loan servicer is engaged in discussing a foreclosure alternative but proceeds with foreclosure -- this is known as " dual tracking. '' Shellpoint recorded a Notice of Default and Election to Sell. After complaining that Shellpoint violated Nevada 's Homeowner Bill of Rights, the Beneficiary of the Deed of Trust recorded a Rescission of the Notice of Default. Homeowner is now beginning a new foreclosure alternative process and is sending a Request for Information in accordance with state and federal laws, attached.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I contacted NewRez through their online portal requesting that they close my escrow/impound account due to their failure in correctly and timely paying one of my insurance accounts for my property. On XX/XX/XXXX NewRez honored this request and closed the escrow/impound account, which would make me solely responsible for paying all property taxes and insurance. This issue was resolved. However, on XX/XX/XXXX NewRez disbursed an insurance payment of {$100.00}, without my authorization while also leaving me with a negative balance on an escrow/impound account that was previously closed and honored by NewRez. This is even more frustrating seeing as though I had already paid for this insurance premium with my insurance provider. On XX/XX/XXXX I contacted the NewRez call center number at ( XXXX ) XXXX to attempt to resolve the issue. The agent that I spoke with advised me that I would need to speak with the Insurance Department about this issue at ( XXXX ) XXXX during business hours Monday through Friday XXXX - XXXX EST. Though I am not sure if speaking with the Insurance Department would be the correct approach. This is an issue stemming from an escrow/impound account that does not seem to be closed.
Company Response:
State: CA
Zip: 92139
Submitted Via: Web
Date Sent: 2020-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A