Date Received: 2023-09-25
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: See attached. Whether you realize it or not i am XXXX. You destroyed my entire life and i didnt even commit mortgage fraud. You know it. i know it. yet you think its okay to treat me like a liar loan. To be controlled. i never was given a fair shot at righting this wrong you heinously done to me because you staged or controlled everything down to court proceedings. i dont care. i have nothing. i will not be able to come back from this if are still here still in my phone still trying to control. i didnt get anything, remeber?! nor was i asked to sign anything like a non disclosure. Not my fault! Stay the XXXX out my phone, leave me alone, and move on like im attempting to do. you dont treat any other homeowner like me like this because there are no innocent homeowners caught up in you liar loan system when they dont belong in it, just me. Rooting into every phone, hacking everything around me purposely. All night i have to listen to your non stop relentless noises of hacked things all around me. STOP DISCRIMINATING AGAINST ME AND LET ME BE! FOR THE LAST TIME! Being left alone is the only chance i got at getting back to functioning in the world like needed to come back from this destruction you did to my life. Why cant oyu give me at least that when it doesn't cost you a thing!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78223
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I sent my mortgage payment through XXXX XXXX on XXXX for {$1200.00}. It was deposited by Newrez on XXXX, and I can see the endorsed check on XXXX. On XXXX I read an email from Newrez sent the night before ( XXXX at XXXX ) that my payment had not been received. After checking with XXXX to be sure the payment had been sent, and deposited, I contacted Newrez through their chat line to ask why the payment had not been applied to my account. I was unable to save the chat since Newrez does not offer a function to download the chat, and I didn't get a screenshot in time. I was asked what address I sent the check to, and what account number was on the check, both of those checked out as correct. I was then asked to provide proof that the payment was sent, and I was able to upload the proof from the bank. However, there is no way to confirm or see what I sent on the account webpage. I got a form email on XXXX confirming that they received my request, but no mention of what the request was. On XXXX I used the chat function again to see if anyone had looked at the proof of payment. The agent on the chat said that they were waiting for proof of payment from me. I told them it was uploaded last week. They said they would check, and after a couple of minutes confirmed that the proof of payment was there, and that they would apply it. I asked if it was being applied to my account, and they said yes, but later said they would be researching the payment and it would take up to 5 days to apply it to my account. They also said a letter confirming that I had uploaded the proof of payment had been mailed to me last week. A letter is a very slow way to handle a late payment. At this point I asked to speak to someone who could take some action on my account, and was told I could not, as payment processors were not customer facing, or something to that effect ( the agent closed the chat before I could take a screen shot. I believe this is intentional on their part. ) I asked to speak to someone with some authority, and was given the customer service number. I called, and finally spoke to someone who was able to look at the proof of payment, was able to tell me that everything on my end was correct, and that Newrez did deposit the check, but that he could not see to which account. I was told this should be resolved by XXXX. Not will be, but should be. They can see that I paid, I fail to see why I need to wait for them to figure out what they did with my payment. They should update my account to show that the mortgage payment due on XXXX was paid, and handle looking for the money on their own time. This is not the first mortgage company that my loan has been sold to, but it is the first to make it so hard to keep a paper trail of what is happening with my account, and it is definitely the first to deposit my payment, but not only not credit it to my account, but make it my problem that they mishandled my payment.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IL
Zip: 60637
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I have been in my home for 17 years and my statement is saying my loan is due until XXXX. Shellpoint has increased my payment and my mortgage continues to increase. I attempted numerous times to contact someone, and information I received is not enough.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 24501
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am writing to convey my ongoing concern regarding erroneous late payment entries on my credit report. Despite multiple requests for resolution, this issue remains uncorrected. I want to stress that these late payment entries are inaccurately recorded, and I have provided substantial evidence confirming my consistent and timely payments to SHELLPOINT MORTGAGE XXXX. Despite my previous attempts to rectify this matter and the supporting documentation I have submitted, the incorrect late payment entries continue to appear on my credit report. I kindly request that you take the necessary steps to rectify and remove these inaccurate late payment entries from my credit report. Please ensure that these accounts are corrected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94544
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My loan was sold to Newrez. They have lost paperwork including proof of insurance from my original mortgage company. Lost paperwork that they later " found '', and have on more that one occasion given me conflicting, or incorrect information that I honestly believe are 100 % lies. They have stated on more that one occasion they have sent me corespondance that I either never recieve or is recieved well after their contractual obligations to respond in a timely manner. They also do not send these letters in a manner that recieves a postmark making it hard to prove their lying difficult. I have been trying for over 1 year to get PMI removed. They have 3+written requests requesting removal. They have lost one then later found it. They have told me my appraisal completed by a certified appraiser, from my previous lender are not sufficient. Have told me on numerous occasions they have sent me paperwork despite only receiving one copy after I called in and rerequested information This company is dishonest at its core. Their system by design or by an unnatural collective level of incompetence, drags out processes that cost the consumer more and benefit the lender. I have quslified for PMI removal for conservatively a year. Money I'm spending on PMI could be going towards principal. They however have dodged my requests lost paperwork or not responded at all to my requests. I will tell everyone I know to never do business with this company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76034
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-23
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My mortgage was sold to Newrez. They told me my homeowners insurance was not linked to the account, and that they would be forced to issue me a high cost insurance policy at my own expense. I followed all of their steps to link my account. I continue to get letters from them telling me that they are going to charge me for an insurance policy that I do not want or need. Now they are saying my homeowners policy is about to expire. It expires in XX/XX/2024. This seems like a scam to sell insurance policies without consent to people who dont want or need them. I did not even choose to use this company for my mortgage. This is identical to the complaint number XXXX on the CFPB site. Please make them stop. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10024
Submitted Via: Web
Date Sent: 2023-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-22
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: XX/XX/XXXX - email from NewRez LLC ( a division of Shellpoint Mortgage Servicing LLC ) stating no record of monthly mortgage payment of {$1400.00} due XX/XX/. XX/XX/XXXX - I called their number XXXX with questions. Immediately it was assumed my loan was delinquent and I was read " by Federal law '' that this was an attempt to collect a debt. We went through the details of the check ( amount, loan number, payable to, to where was it mailed ), and it was all correct. I stated I have proof from my bank that NewRez LLC processed and cashed the bill pay check on XX/XX/. Was told to fax the proof, I stated I do not have access to a fax, was then told to upload document into their website portal within my account. From my bank, I obtained the proof of cancelled check ( front and back showing it was cashed ) made out to NewRez LLC and mailed to their correct address, saved it as a PDF and uploaded it as requested. XX/XX/- received another email with a new billing statement from NewRez LLC. I assumed it would now be corrected and the new monthly payment due XX/XX/, but when I went to my online account it is another statement saying due XX/XX/, and that the last payment NewRez LLC received from me was XX/XX/. This is false, and they have received proof that they processed my check for the mortgage payment due XX/XX/. I started an online chat within my account, and was told by rep XXXX XXXX that they did not have a record of this proof yet and was again read " mandatory by Federal law '' that this was an attempt to collect a debt. XXXX stated it takes 24-48 hours for them to receive my proof, and that statements are entered manually. I asked why I received another statement due XX/XX/23 if they are entered manually, if they are waiting on my proof. XXXX apologized but that there was not anything else that could be done until they received proof, and that the proof would be coming from another third party. In the meantime, my bank has now just processed XXXX 's monthly payment to NewRez LLC, as usual, but I am afraid that the same thing is going to happen. It may be worthy to note that my mortgage was recently sold to NewRez LLC ( a division of Shellpoint Mortgage Servicing LLC ) by XXXX XXXX ( XXXX ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60137
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-22
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Newrez/Shellpoint sent me a letter dated XX/XX/2023 saying theyve paid my homeowners and now have a new bill from another company. I have no idea what they are talking about, but I suspect theyve confused the forced-placed insurance they purchased when they allowed my XXXX homeowners policy to expire, with the XXXX homeowners policy that I had in place since I purchased this home. This company is so hopelessly incompetent they should not be allowed to service loans. I dont want their forced-place insurance. I want them to pay my XXXX insurance and correct the mess they have made of my escrow account. As of today, XX/XX/2023, Newrez has STILL not paid my homeowners insurance which was due in XXXX. Please help! I am at my wits end with Newrez.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: VA
Zip: 245XX
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: My Name is XXXX XXXX XXXX I am writing this to inform whoever it may concern of fraudulent foreclosure practices with a mortgage company named NEW REZ /dba SHELLPOINT I have been a victim of identity theft tittle fraud and mental anguish from this corporation about a property that was gift wrapped from my grand mother XXXX XXXX XXXX a deceased retired federal employee ( FHA ) to my now deceased mother XXXX XXXX a retired city employee ( XXXX ) this mortgage company is committing title fraud and homeowner insurance fraud through their various esquires the most recent is XXXX XXXX XXXX I have all the legal document to show that this property was a passed down clear and free of any interest or liens these esquires and mortgage companies are dealing with my trust that was also left to me and is now being ran by fraudulent estates that was reported on every level local and federal the bank XXXX XXXX XXXX XXXX XXXX has let these entities rob my trust and estate and neither of them have followed the FDCPA I have sent multiple certified mails stating how they have violated my rights and are giving lines of credit off my properties that was not authorized by me I have reached out to the attorney general also regarding this matter and this is identity theft tittle theft homeownership fraud and estate and trust theft I am now writing this bearu of the government for help against these creditors that have ruined my life and is now coming after my children as well as myself.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19082
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: My previous complaint was closed, but I am still having issues with Shellpoint Mortgage/New Rez. Despite stating IN A LETTER dated XX/XX/2023, that they would honor the agreement made by the previous servicer, they have been slow-dragging the process and stringing me along without adequate communication. Several times I have uploaded COMPLETE loss mitigation packages : in XXXX and XXXX. Nothing happens and I am later told documents expired or they were not legible after calling repeatedly. I even made an appointment to see representatives in person on XX/XX/XXXX I believe when they came to the XXXX area. I went and turned in documents in person and was told they had everything they needed only to find later that someone declared them illegible. Then, without a decision on my packet, the mortgage servicer set an auction date. How is this possible? This appears to be a violation of the Real Estate Settlement Procedures Act ( RESPA ). I received a letter for an auction date of XX/XX/2023, while my loss mitigation packet is PENDING. I am being constantly harassed by vulture investors calling, messaging, and stopping by my home. This is extremely stressful. I really feel they are doing this in a passive-aggressive move to try to force me to conserve selling. I do not believe my mortgage servicer is acting in good faith. I plan to find a foreclosure attorney and sue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A