Date Received: 2023-10-19
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: Starting the third week in XXXX my escrow balance is {$1800.00} and my principal balance is {$1200.00}, Shellpoint Mortgage will not allow me to used escrow balance to pay off my loan, so I would go online a complain every week since XX/XX/XXXX, but each week Shellpoint Mortgage send me a letter saying, " We are working to gather the requested information and will forward it to you as soon as possible. '' I have received three letters but no answer to my question. I called to talk to a manager on XX/XX/ and was told someone would call me back, still waiting. During the conversation on XX/XX/ I was told to make my monthly payment of {$1500.00} ( {$430.00} is my T @ I ) but I kept trying to explain that my escrow account is larger than my principal balance. Now Shellpoint has now added a late fee but refuses to answer my question, also ; each month Shellpoint would send me a monthly statement/coupon to make my next payment, after I made my XXXX payment Shellpoint has not send me my XXXX statement/coupon to make my XXXX payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I am currently under daily unbearable stress with this situation with Shellpoint Mortgage. This situation seemed to have derived from the Loan Modification done with my home in XXXX, which did not cause an issue until my mortgage was obtained by Shellpoint Mortgage. Since the modification in XXXX there was a period of me not being able to pay when I did come off XXXX as a XXXX in XXXX shortly after the start of the Pandemic, due to the Pandemic. However, in XX/XX/XXXX I was able to do a forbearance with the mortgage and the previous mortgage company and things were getting back on track. The forbearance ended on my mortgage in XX/XX/XXXX, and I began making my regular payments. I made the regular monthly payments from XX/XX/XXXX to XX/XX/XXXX. My loan was transferred to Shellpoint in XX/XX/XXXX. I tried to make my monthly payment for XX/XX/XXXX online and the site would NOT allow me to. I also noticed at that time the Modification seem to not be honored any longer because the past due amount and outstanding balance, both were totally different from the previous month with my last lender. I placed a call to Shellpoint inquiring why I could not make a payment online, why there was a difference in the loan balance, and why was the past due amount incorrect. The young lady on the call assisting me seemed confused on what was going on with the loan. But she did clearly state I could not make the one monthly payment I was trying to make. I was told the online system would not allow me to make any payments until the past due amount was paid. I replied with, the past due amount is incorrect, and I did not have that amount of money it was claiming was past due. I have been unable to get Shellpoint to correct this and honor the Modification I was under prior to transferring to them. I reached my point of total frustration with this when I received a credit alert showing Shellpoint reporting my loan past due for the incorrect amount, when I tried to make payments and was not allowed to. I really really need assistance in correcting this issue before it prevents me from continuing in the XXXX. Any delinquencies or past dues will cause my clearance to be revoked and in my job, I have to have a valid XXXX XXXX. No clearance, no job... XXXXthis affects my livelihood. Your attention to my matter is greatly appreciated!!! Very Respectfully, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: NewRez purchased XXXX XXXX XXXX, with the acquisition close at some point in 2023. In XXXX of 2023 NewRez decided to make the transition, causing the " closing '' of my XXXX XXXX XXXX mortgage without replacing it with a NewRez mortgage, this has caused a drastically negative impact to my credit scores on both reporting systems. It is impacting my daily course of financial stability as credit card providers are now trying to reduce my credit lines because my credit score dropped drastically. This has caused massive harm to my personal finances and NewRez is not properly reporting to the credit bureaus. I am lost as a consumer and have no course of correction to my finances. NewRez has ruined me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Shellpoint must verify the letter dated XX/XX/2018 about the debt of {$310000.00} owned by XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: I spoke with a representative from Shellpoint Mortgage regarding reinstating my loan. She advised me that I would have to pay XXXX XXXX XXXX XXXX XXXX dollars and seventy-five cents ( {$5400.00} ). At that time, I did not have the additional funds I only had XXXX XXXX XXXX dollars ( {$5000.00} ), but I advised her that I would have the rest of the money later. She advised me that if it rolled over to the next month, I would have to pay XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX ( {$6900.00} ). I advised her that I could do that. I called back in yesterday and attempted to make the payment, and they advised me that I would have to pay XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( {$8900.00} ). I told them that this was not what I was quoted and asked for a manager. I then opened the account online and discovered that they were charging me additional attorney fees outside of what they had already paid the attorney. I asked for a fee schedule to show how the money was being applied to the attorney. They told me that I would have to request this online and it can take up to fourteen days ( XXXX ). I believe that the only amount that I owe is the seven payments XXXX payments at {$900.00}, XXXX payments at {$910.00}, and an attorney fee of {$1500.00} which is a total of {$7800.00}. I have only been in foreclosure status for XXXX until now, and the records I downloaded online show the legal fees that were sent over to the attorney in XXXX were {$620.00}, and the attorney fees for XXXX were {$870.00}. Shellpoint Mortgage is attempting to advise, that within six days the attorney has billed me an additional {$1200.00}. there's no way this can have happened.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30263
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My home loan was former through XXXX. Everything was fine and I never missed a payment. My Escrow, Insurance and taxes were supposed to be all taken care off. Then find out after NewRez has my loan my payment went from {$1300.00} to {$1600.00} and is currently at {$1500.00}. They claimed my escrow was in negative. Which was news to me as I never missed a payment. It seems XXXX had done something and lost my escrow. I have proof from the title company that they paid the escrow for the first year. Yet despite showing proof they refused to accept any responsibility. I will provide proof in the document.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97801
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: I was notified by my previous mortgage service provider ( XXXX ) that effective XX/XX/2023 my new service provider will be NewRez LLC d/b/a Shellpoint Mortgage Servicing. XXXX XXXX loan number was XXXX and the monthly payment of {$620.00}. The XXXX and XXXX mortgage payments were made successfully by phone. However, I am unable to complete the XXXX mortgage payments because the contact information provided as part of the previous and new service provider, in addition to the customer service website is a non working number ( XXXX ). In addition, I have made multiple unsuccessful attempts using other contact numbers ( XXXX / XXXX / XXXX ). I need your assistance in order to avoid any late payments fee and most important, a delay in my credit report. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 009XX
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Didn't provide services promised
Subissue:
Consumer Complaint: I have been waiting for Shellpoint to provide all the account information to XXXX. This is my new mortgage servicer and the old one, XXXX tried to push me into foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60660
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Fees or costs during the application process
Consumer Complaint: Years ago I refinanced my mortgage with New Rez. The number of the loan is XXXX XXXX. Full coverage was already in effect, through XXXX. Years passed without incident. Then, on XXXX XX/XX/XXXX, New Rez notified me that it considered the property inadequately insured. New Rez was wrong, but I humored it anyway and had XXXX send it a fax verifying full coverage. Six weeks passed in silence. Then, on XXXX XX/XX/XXXX, New Rez notified me a second time of the same imaginary deficiency. I reached " XXXX '' at New Rez. He poked around, found the fax practically in his lap, and pronounced New Rez satisfied. Two more months passed in silence. Then, on XXXX XX/XX/XXXX, New Rez notified me a third time of the same imaginary deficiency. Each of these XXXX notices threatened me with New Rez 's furnishing its own coveragewhich might cost me a bundle and still not protect my interests. Yesterday, I spent 30 minutes on hold and the rest of the evening awaiting a call-back. Today, I spent 10 minutes on hold and have spent four hours awaiting a call-back. Even the first notice was superfluous ; the second and third notices were, if such a thing is possible, more superfluous. These guys won't take Yes for an answer. Please help them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: As of XXXX XXXX XXXX within a 10-day period, we ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX have requested SHELLPOINT MORTGAGE SERVICING dba NEWREZ LLC and XXXX XXXX XXXX XXXX through an Affidavit of Truth/Demand for Verification/Validation and Testimony Under God to provide us with the below mentioned items : * The amount they claim the Respondent owes. * An explanation showing us how they have computed the amount. * Copies of any documents that prove we agreed to pay the alleged amount. * The identity of the original creditor. * Confirmation that the account has not crossed the statute of limitation ( SOL ) period. * Evidence that they are a licensed debt collector. * Evidence of license numbers and registered agents. * OUR ORIGINAL WET INK SIGNATURE PROMISSORY NOTE After this 10 day period, if SHELLPOINT MORTGAGE SERVICING dba NEWREZ LLC and XXXX XXXX XXXX XXXX do not respond, we will provide a courtesy of an additional 10 days to provide us with the proof of claim. Failure to produce proof of claim after this courtesy means SHELLPOINT MORTGAGE SERVICING dba NEWREZ LLC and XXXX XXXX XXXX XXXX will have exhausted their administrative process and no further claims can be made against XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX If debt is unable to be lawfully and fully validated, then any negative item reported to any of our credit reports will be in violation of the Fair Credit Reporting Act ( F.C.R.A. ), the F.D.C.P.A., use of my copyrighted property, and will be also be considered a defamation of character ( please refer to credit agency report attached XXXX credit report : XXXX XXXX XXXX XXXX Please note that this is not a refusal to pay off the account but a notice as per the Fair Debt Collection Practices Act ( F.D.C.P.A. ) 15 U.S.C. 1692 ( G ) Section 809 ( B ). This notice states that SHELLPOINT MORTGAGE SERVICING dba NEWREZ LLC and XXXX XXXX XXXX XXXX claim is disputed and validation of the account is required.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85029
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A