Date Received: 2023-10-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello, My mortgage account XXXX was transferred from XXXX XXXX to Shellpoint. I found out about the transfer upon logging into my XXXX XXXX account and seeing the loan was transferred notification with no any further information. Ive made MULTIPLE attempts to reach out to Mr.Cooper via phone, app and email to find out who the new company was in order to make the payments and no such information was provided. XXXX point failed to send a customer notification to inform me that they are in a possession of my loan. They failed to send me any information AND any of the invoices. No any communications were received even though customer service rep confirmed over the phone they had my email and phone number all along yet no attempts were made to contact me. Instead they falsely reported my account to credit bureau while failing to send an invoice. I found out my account is past due yesterday upon receiving email from XXXX credit services. As a result of failure to follow legal requirements and promptly inform the consumer of the loan transfer and send timely invoices, XXXX XXXX caused my XXXX XXXX to drop from XXXX to XXXX. I expect company to take responsibility and remedy the damages they have caused. Im looking forward to your timely response. Kind regards, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33139
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: I notified my prior mortgage servicer I would be submitting a request for borrower-initiated termination of conventional mortgage insurance based on current value of my property. I requested the forms and instructions for submitting the request, which were provided in advance ; however, about 30 days prior to the two-year seasoning of the mortgage loan I was notified that servicing of my mortgage loan was being transferred to Newrez. I contacted Newrez immediately after the mortgage loan was transferred to inquire about their forms and instructions for submitting the same request. Newrez has stated several reasons for not providing the forms in both email correspondence and phone conversations : 1 ) I need to wait up to 60 days after the mortgage loan was transferred, 2 ) they have to establish a PMI account first, and 3 ) they can not provide forms or instructions in advance of the two-year seasoning of the mortgage loan. None of these are valid. My right to initiate termination of mortgage insurance is a XXXX XXXX servicing guideline and the mortgage servicer has no right to impose policies which impede my request. The information provided by Newrez is misleading and predatory. While they attempt to delay termination of mortgage insurance, the consumer is required to continue paying the mortgage insurance they had a right to terminate. We are also in a market of declining home prices, so there is the potential that delaying my request for termination of mortgage insurance could result in a lower home value that would no longer qualify for termination of mortgage insurance. The transfer of my mortgage servicing to Newrez was strategic and intentional. The effort to complicate termination of mortgage insurance only benefits the mortgage servicer and mortgage industry participants.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My credit report is showing late payments to XXXX XXXX. Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or SHELLPOINT MORTGAGEs customer service representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90250
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have repeatly asked by phone and through the portal for my mortgage to be paid monthly from my bank account but they refused to help. Each month it is not taken from my account and I need to pay manually.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CT
Zip: 06704
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Shellpoint still have not corrected the error with my unapplied balance, and you all added a {$500.00} late charge that should not have been added to my account. Once again you all continue to conduct suspicious activity regarding my account. On the invoice with statement dated XX/XX/2023 with the next due date for XX/XX/2023, you all have added a late charge of {$500.00}, and I should not have been charged a late fee. Shellpoint has this message stated on all mailed invoices, Total fees/Paid Unpaid Amount/Total Payment Amount*. Please be advised that post-petition fees, expenses or charges reflected on this statement might be subject to additional disclosure requirements under Rule 3002.1 of the Federal Rules of Bankruptcy Procedure. In the event such post-petition fees, expenses or charges are disallowed by the bankruptcy court, a subsequent waiver will be applied to your account. You all also still have my unapplied balance of {$2300.00} in the exact amount of my monthly mortgage payment sitting, for XXXX months, in the unapplied balance instead of applying it to my Mortgage payment. Whether it is a post-petition payment or pre-petition payment it is not applied to anything. The money is sent to be applied to my monthly mortgage payment. Shellpoint has this message stated on all mailed invoices, *Partial Payments : Any partial payments listed here are not applied to your mortgage, but instead are held in one or more separate suspense accounts. Once we receive funds equal to a full monthly payment, we will apply those funds to your mortgage. My current balance states that I owe {$6500.00}. I need you all to apply {$2300.00} from my unapplied balance to my mortgage payment. I would like you to correct this {$500.00} fee/late charge error that was applied to my account. After correcting those errors, the total payment that I owe for the month of XXXX is {$3700.00} in which {$1400.00} of this amount is a legal fee.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 21229
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: NewRez sent multiple letters claiming that my HOA 's hazard insurance policy had expired and that they were threatening to issue a forced-place insurance policy that I would have to pay at my expense. My representative contacted them via phone on XX/XX/XXXX and found out NewRez never even attempted to contact the HOA to get the insurance information. My representative provided the contact information verbally to NewRez on XX/XX/XXXX and again in writing on XX/XX/XXXX. We demanded any and all information from NewRez showing proof that the HOA 's hazard insurance policy had expired. This information was demanded multiple times. New Rez never complied and never responded. They issued a letter dated XX/XX/2023 claiming that they had secured a forced-placed policy and were going to charge me directly. At ALL times herein, my HOA had a valid, active, insurance policy in effect and NewRez provided absolutely no evidence that the policy had expired, and no evidence that they ever attempted to contact the HOA.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 91601
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: Promised me a trial payment period for modification that I had already done with 4 other servicers only for this to end with eviction. They still have money that they never even applied to my account point of contact never answered or switched to many times.. I would like to see them fix this .. before they make a XXXX XXXX XXXX homeless
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 388XX
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: My mortgage of XXXX years was sold to NewRez LLC, I have never missed a payment, I added this to my bank bill pay as normal and paid my bill, it took XXXX days to clear, same thing the next month, come to find out NewRez LLC is a collection agency and does not take electronic payments! My bank bill pay sent a check! Thankfully, I paid my mortgage well before the due date or I would have had my XXXX late payment on my record, this is unethical in this day and age, a method to intentionally try to ruin credit and make things difficult, they claim the are a mortgage company but they are not, had I been paid on the XXXX and XXXX, I would have been in trouble.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97338
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Shellpoint is at fault for many issues and I am about to retain a lawyer. 1. They keep harassing widow XXXX XXXX XXXX eveyr day even thought she has begged them to stop calling her illegally. As sheellpoint is a debt collector, they have now violated US laws for debt collectors. " AST REVIEWED : XXXX XXXX, XXXX How do I get a debt collector to stop calling or contacting me? You have the right to tell a debt collector to stop contacting you. If you ask a debt collector to stop all contact regardless of the communications channel the collector must stop. Keep in mind, though, that you may still owe the debt. If you don't want a debt collector to contact you again, write a letter to the debt collector saying so. We have sample letters that you can use to respond to a debt collector who is trying to collect a debt. The CFPBs Debt Collection Rule requires debt collectors to provide certain information when they first communicate with you, or shortly after, which will often be contained in a letter called a validation notice. This notice includes information about the debt and the debt collector, as well as a tear off form with checkboxes you can fill out to dispute or request more information about the debt. If the debt collector provides a way for you to submit the letter electronically, you can do that instead of sending a letter by mail. Once a debt collector receives your letter requesting they stop contacting you, theyre not allowed to communicate with you again except to : Tell you there will be no further contact Advise you that they or the creditor may take other specific actions theyre legally allowed to take, such as filing a lawsuit against you '' " Shellpoint legal disclosure information image.png Shellpoint legal disclosure information Shellpoint Mortgage Servicing https : //www.shellpointmtg.com le... Newrez LLC dba Shellpoint Mortgage Servicing is a debt collector. This is an attempt to collect a debt and any information obtained will be used for that... 2 When asked who acutally is the mortgage note holder for my house, shellpoint has not sent any information to my home address. 3. As a military family they told me a veteran and my mother, a XXXX widow, that they would help offer a deferment plan. That never happened. But again they have not shown me who owns the note. 4. They still didnt apply 3-4 partial payments in spring XXXX before thye received HAF funding. 5. When I pointed out that they have fake five star reviews on many social media accounts they hung on me. 6. They refuse to send ALL documents my home address and isntead try to send them to my mother 's home address. 7. If Shellpoint makes a good offer and can show us who owns the mortgage note chain of custody AND also offers a realistic plan include one of more of the following options Is one of these options right for you? RefinanceReplace current mortgage with a new loan with new terms ForbearanceTemporarily reduce or suspend monthly payments ReinstatementPay the total missed amount all at once Repayment planPay past-due amounts over multiple months Payment deferralDelay past-due amounts to end of loan term Loan modificationChange the terms of your existing loan then we will wait before suing them for violating earn How the Fair Debt Collection Practices Act Protects You From Harassment by Debt Collectors Mortgage lenders and other debt collectors are well-known for harassing people with consistent, annoying phone calls and threatening messages. Most people don't know that there are laws in place to protect them from these phone calls. The Fair Debt Collection Practices Act ( hereinafter referred to as FDCPA '' ) limits the timing and recurrence of phone calls from creditors AND other violations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20901
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I am currently going through a divorce proceeding. I have a final trial date on XX/XX/2023. I have been attempting to work out a loan modification with Shellpoint mortgage due to pending divorce and temporary financial hardship ; however, i was denied and did not qualify for the loan modification. I have been advised to resubmit application once i have final court order and divorce decree ; however, in the meantime company has initiated the foreclosure process engaging in dual tracking and continue to apply additional legal fee to outstanding balance. I am in a situation where i am unable to provide needed documents to be considered for loan modification and the company is well aware of this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A