Date Received: 2019-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez financial has applied an escrow account that I have not applied for or authorized. I have tried to call the company multiple times to have it removed. Each time they advised they will remove the additional charges and they have not. My mortgage is still {$150.00} more per month than what we originally agreed to.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2019-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
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: My loan was transfered to XXXX XXXX XXXX from XXXX mortgage XXXX. I was sent a letter in XXXX that my loan would be transfered. On XX/XX/XXXX my payment was drafted to XXXX to pay for the XXXX payment, I called newrez on XXXX and spoke with a XXXX explaining that XXXX had drafted the money and I did not know if they would pay XXXX directly or would be refunded. XXXX said they would put the money back into my account within 5 days and they could draft the funds so I agreed. on XX/XX/XXXX the funds were drafted by Newrez, but XXXX did not put the funds back into my account until XX/XX/XXXX. The caused my loan not to be paid and a NSF to NEWREZ also resulted. When I sent in a letter and my bank statements showing what happened I was told that it was not their problem that I had insuffient funds to cover the draft and that they would not refund the {$25.00} NSF and would not take back the 30 day late according to the CFC 1024.33 ( b ) ( 4 ) ( v ). I have owned this house since XXXX and have never been late. I ask that someone help since this was due to a transfer of my loan. I paid NEWREZ {$2700.00} XX/XX/XXXX not realizing that this had happened. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2019-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recibe a compliant response from this new mortgage company and as with XXXX XXXX XXXX they are started to lie and not answer my complaint 1 amount they say I owed no prove no prove why they keep changing the amount their new amount is {$1500.00} they claimed I missed this payment 4 years ago!!! XX/XX/2015 at the time I was paying what the court say or they presented to the court remember everything was force by the court they have already add XXXX to my mortgage a house that was worth XXXX if you see the partem fraud all around as forced me to signed a so contract by the way a contract is done when 2 parties agreed into it but my low income and situation dose not aloud me and their called loan modification help only sink me more into their fraudulent now the house has gain some value they change to a new this shellpoint Mortgage Services and this people same or worse playing the same tune 2 they keep lying about a bankruptcy with a forge paper you can see how they add with a formal paper with a pen that says a lot about them and the third question was why they send me a papers for a loan modification what happens to the loan modification they supposed to know I was in before they got this loan why they do not know anything or have any papers from this loan break down
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I went online and paid my mortgage XXXX with XXXX. Unbeknownst to me they sold the mortgage and on XXXX the new company, New Rez, debited ny account ( I didnt realize this at the time ). Then in late XXXX I received a letter saying the loan was sold and to contact new Rez. Only XXXX I created log in and set up 1 time payment. Only XX/XX/XXXX I went to buy groceries and debit card was declined as they ( new Rez ) double debited me. I never authorized them to set up ACH, nor did I have ACH with previous company. I was told I would have refund in 3-5 business days and after 6 calls and 10 days later I still dont have my money. Im beyond upset as I needed that {$1000.00} to pay other bills and buy groceries. I am so upset! I also called Monday and was told I would have it at the end of the business day ( day 5 ). Today is day 8 and nothing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60634
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX - Mortgage company ( Shellpoint ) refigured my Escrow Accrual XX/XX/XXXX - Shellpoint sent a letter stating that I would be getting a $ XXXX check for overpaying but that my XXXX analysis showed a shortfall so they would be changing my monthly escrow payment from XXXX to XXXX, which immediately seemed incorrect ** Completed my own analysis and discovered they were mistakenly showing my annual hazard insurance as a monthly charge, therefore over charging me** XX/XX/XXXX - I called Shellpoint, they said it was due to my taxes and it was correct, walked them through the analysis and they agreed it was ultimately it was incorrect and I was told they would ask for the escrow analysis to be redone but that I should submit an email to XXXX also, I submitted that email XX/XX/XXXX detailing the issue and asking for a corrective action XX/XX/XXXX - Shellpoint took another payment at the incorrect amount XX/XX/XXXX - Called and spoke to another representative who also agreed it was incorrect, he said it wasn't elevated as an issue in the system but that he would elevate it XX/XX/XXXX - Checked my online file they still have not rerun the mortgage analysis, to date they owe me {$5400.00} in over accrued escrow funds and appear to be making no effort to resolve the issue.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92865
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Starting in XX/XX/2018, I have been calling our mortgage company, NewRez, to try to eliminate my PMI. We submitted the application 2-3 times and time after time they escalate our claim, but we get absolutely no response past that. We have been paying PMI for 23 years and fully meet the requirements to eliminate that expense. Im afraid they are waiting for the market to shift so I would not qualify to receive this benefit. I appreciate your assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28105
Submitted Via: Web
Date Sent: 2019-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We went through bankruptcy ( Chapter XXXX, we repaid all our debts ) and XXXX sold our mortgage to XXXX, who we worked with for 7 years and LOVED their customer service -- very helpful. At the end of our bankruptcy we were even given an amortization that we were able to apply to our principle. They were recently sold and our mortgage was sold to Shellpoint who now says we are behind a payment even though we have a credit balance? My husband went back through our statements, and verified every monthly payment was made since they notified us that they were the new loan holder. He reached out to Seterus and they verified that the last payment we made to them was transferred to Shellpoint. Every time we try to explain this to Shellpoint they keep insisting that we are behind 1 payment, even though they are unable to tell us when we missed a payment. During one conversation with Shellpoint we mentioned our bankruptcy and they immediately transferred us to their Bankruptcy Department and the lady we talked to verified we were not behind and made some notes on our account. She also stated that we had a credit balance bc we had been overpaying. Despite this, we continue to be harassed on a daily basis by their robocall department that insists we are behind a payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2019-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 2 years ago I entered into trial modification with Shellpoint mortgage servicing after they rejected a loan modification with keep your home California. I made all of the payments on the Trial modification. For the last payment, the representative refused to accept my phone payment claiming that the amount had now increased several hundred dollars. This was unfair. Shellpoint sent me a letter later asking about making a lump payment to bring the monthly mortgage payments down to the loan amount. Each time I requested the exact amount of the lump payment I could not get an amount as I wanted my payments to be the same as the trial. This was unfair. Because they would not accept my payment I fell behind as they subsequently would not accept mortgage payments for a month unless all months were paid. This was unfair. 4 months ago I sent them an Ach transfer from XX/XX/XXXX they sent it back. I purchased a XX/XX/XXXX cashier Check and they sent rejected it and refused to accept any payments. The single point of contact was changed in XXXX and provided no options The company made no effort nor provided any options. The company and representatives have been rude unprofessional obnoxious, call and then say they have nothing to offer so why do you keep calling. They never considered me for any loan modifcations and set a sales date. The company is unethical and requested a payment for arrears for {$29000.00} to bring the loan current. The initial point of contact said she would send me a letter of immenient forclosure to send to my TSP for a withdrawal. She has no knowledge of TSP and was ill informed. In her mind a TSP is the same as a 401k. It is not. She said she gave me a month to withdraw funds out of my tsp,. This is a lie as TSP is not a 401k and NO NO NO withdrawals are allowed until the new laws take effect that will allow for withdrawals on XX/XX/2019. The initial single point of contact provided no other solutions. No lower interest rates. No change in monthly mortgage amount. Nothing at all. Totally unhelpful did nothing at all to help keep my home, They refuse
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94565
Submitted Via: Web
Date Sent: 2019-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-05
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/19 a company named Shellpoint, address XXXX XXXX XXXX. XXXX . XXXX XXXX, SC XXXX XXXX, filed a foreclosure against me on property in Florida that I do not have any ownership in. They also reported the foreclosure to the credit reporting agencies and at least 2 show the foreclosure on their reports, they are XXXX and XXXX. Although I am still showing a very good FICO score, approximately 800, the reporting of the foreclosure is causing harm to my ability to access credit markets. Even though the foreclosure documents that I am going to upload at the end of this report reference an overdue loan the filing is only a foreclosure. I suspect this is because the note they reference is 8-10 years old and well past the statute of limitations. Shellpoint has be made aware of all of this by my attorneys and have not removed the reporting. In addition I have filed disputes with XXXX ( confirmation # XXXX ) and XXXX ( report # XXXX ) and they have not removed the reporting either. Shellpoint 's dispute is with the current owners of the property and not me. Additionally if they can not show documentation that I own the property ( which I don't ) they should immediately drop the foreclosure proceedings and amend their reporting to the credit agencies. Absent that, the credit reporting agencies should demand that Shellpoint produce documents showing that I own the property and if they can't the agencies should remove the adverse reporting themselves.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2019-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage contract provides for termination of PMI at such time as the loan balance decreases to 80 % of the original value. I started last fall trying to have the PMI cancelled. They told me I the loan didn't qualify for cancellation of PMI since the balance hadn't reached 80 %. I finally contacting Shellpoint again in XX/XX/1019 to request the PMI cancellation. I received a letter dated XX/XX/2019 stating that as of the date of the letter, the loan balance had fallen to 77.14 % .of the original balance. So they scheduled an appraisal which was finally completed some three weeks ago and the appraisal stated the property had substantially increased in value. So All necessary things on my part have been long completed yet they keep telling my the PMI cancellation is " pending '', whatever that means. I am frustrated beyond tolerable. The customer serviced people have lied to me. When I call they say " we just got this request '' which they have had for months. They won't let you talk to a supervison, saying they don't have supervisors on demand. I ask about the status and they say they can notify " loan servicing '' but they can't call them while I am on the phone. I have emailed loan servicing and the only response is a letter via regular mail days later. This company is the most incompetent, unresponsive and unmotivated collection of pitiful people I have even run across in my life. This company is basically stealing about {$95.00} a month from me. Despite months of trying to get the PMI cancelled, and I clearly qualify to have it cancelled, I still have no idea when of if it will happen. I am contacting the Georgia Dept. of Consumer Affairs as soon as I finish this report. I will recommend that this company be banned from doing business in Georgia. I am also pursuing legal action as this company owes me the PMI charges they have been making to my account due to their failure to act in a responsible and timely manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30577
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A