Date Received: 2023-08-11
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: My former mortgage company transferred my mortgage to Shellpoint in XXXX, told me in XXXX. XXXX XXXX applied a grant for {$7000.00} from approved grant from XXXX to XX/XX/XXXX. In XX/XX/XXXX referred me to foreclosure and I filled at least XXXX complaints with the Consumer Financial Protection Bureau for not accepting the ILHAF payment and trying to get my home foreclosed fast. Now my New Mortgage Company, XXXX XXXX, says I owe {$2800.00} for legal fees, maintenance fees and property inspection for XXXX months in a row from XXXX XXXX. These charges were not on my statement XX/XX/XXXX and now they are from XXXX. Fraudulent charges that should not be there.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60660
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My wife and I have been facing financial hardships since my loss of employment in XXXX of XXXX and myself having mental health problems, which I was placed in a behavioral hospital for being unstable risk to myself. We have been in contact with the company since XXXX when we submitted a hardship packet. One of the representatives a month later, informed us that additional documents were needed. Promptly, on XX/XX/XXXX, we provided all the requested documents to support our case. However, despite submitting the necessary paperwork, we received no response from them for a considerable duration. This silence caused significant distress and XXXX for my family. During this difficult period, we attempted to refinance to alleviate some of our financial burdens, but our efforts were in vain. It came to our attention that in our consumer reports the mortgage company had affected our ability to secure refinancing. Upon investigating our consumer reports, we found discrepancies in the reported balance and realized that the forbearances were inaccurately reflecting past due for the times my wife and I contracted XXXX, with me even being hospitalized during the XXXX variant outbreak. In response to these discrepancies, I sent a certified letter requesting verification of the assumed outstanding amount. Yet again, no response was provided for a staggering 90 days, exacerbating our financial distress. Regrettably, the situation has now escalated to the point where we have received a property seizure notice from the sheriff 's office with a sale date of XX/XX/XXXX. This entire ordeal has been nothing short of a nightmare for us. We feel that our consumer rights have been blatantly violated, especially as an XXXX American couple. We firmly believe that the federal laws have been broken in the pursuit of seizing our home, leaving us in a state of profound despair. I implore you to urgently address this matter and provide a comprehensive explanation for the prolonged silence and lack of response on their part. Our family 's well-being and financial stability are at stake, and we hope that you understand the gravity of this situation. We request that you investigate the mishandling of our case, rectify the errors on our consumer reports, and cease any further actions against us until this matter is appropriately resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 707XX
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/XXXX we signed a modification plan with Ditech Financial LLC. We were paying monthly {$2900.00} to Ditech Financial LLC, Attention : Loss Mitigation, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, AZ XXXX XXXX XX/XX/XXXX. There has been a change of address without notifying us to Ditech Financial LLC, XXXX XXXX XXXX, XXXX, SC XXXX. We are paying since XX/XX/XXXX to Ditech Financial LLC, we have made 47 payments of {$2900.00} and till today we did not receive any bank statements, tax documents and we do not have an online account setup to pay electronically. On XXXX of the each month we have to go to the post office to send a check. After printing a credit report we found out that NewRez-Shellpoint and New Rez-Mortgage Shellpoint are reporting late payments. According to credit report agency we are seriously delinquent. We have prove of deposited checks printed from XXXX Bank. We were never late making the payments. Due to this wrongly reporting on our credit, our child can not get a federal student loan for her studies at XXXX XXXX XXXX. Please help us to solve this crime!!!!! Best Regards,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: owner of my loan say they can't make loan changes, and the servicer shellpoint have to make the adjustments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53218
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Initial mortgage was taken out XX/XX/XXXX in the amount of XXXX. We have been making timely payments since that date. Our servicer has changed from Conseco, to XXXX, XXXX XXXX, and finally to Shellpoint. During this process we did go through a deferment for 5 months from XX/XX/XXXX to XX/XX/XXXX. Once completed we paid ourselves current. I contacted Shellpoint for documents pertaining to our deferment, however ; Shellpoint insists they do not have any records of a deferment ( the deferment shows on the statement ) or the payment of brining the mortgage current. We still got nothing from Shellpoint, they keep telling us they will send but we have not received, and it has been > 6 months. I contacted Shellpoint regarding the amortization schedule, they said they did not have that either. According to a Mortgage professional, when we went to refinance the home, she didn't understand 2 things. XXXX why after XXXX of payment on $ XXXX we still owed $ XXXX and XXXX. Why the amount of interest being paid each month fluctuations greatly. Just last month the interest payment was XXXX. This is after paying for XXXX. My Mortgage analyst shows that we should be somewhere between $ XXXX $ XXXX. XXXX as of XX/XX/XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 985XX
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased a home at XXXX XXXX XXXX, XXXX, IL XXXX in XX/XX/2021 and put 20 % down. I have no PMI, and want my escrow deleted. I was told I had to wait two years. I requested twice to have the escrow removed. I was told I did not meet the requirement, yet, was not told what was the criteria. I would like to delete the escrow. I believe the company is making money off the escrow and that is why they do not want to remove it from the mortgage. I have the means to pay the escrow on my own.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90277
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Contacted Shellpoint so I can take over escrow. Numerous excuses, stalling reasons.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have an insurance claim check from a settlement that was due final payment weeks ago after passing the final roof replacement inspection on XX/XX/2023. It was to be XXXX overnight but never was. The company was supposedly bought out and our mortgage and claim funds transferred even though part of the new company has the same name ( New Rez Shellpoint ). Weeks later, still no final disbursement has been mailed out, our bill is due to the roof company, the new mortgage company is nearly impossible to get through with long wait times, lots of transfers to different representatives, relentless identity questions and still no details on when the final check will be mailed or contact information on how to directly get a hold of the responsible department. This should be criminal and in my opinion the mortgage company is trying to delay payment for interest accmulation purposes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75022
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage company is holding a large sum of funds aprox {$96000.00} that we received as final payment for a claim on our home, and newrez who purchased our loan from XXXX XXXX will not release the funds so we can pay the XXXX who performed the services. XXXX XXXX loss draft department contacted our insurance company and received all the documents needed to release the funds, newrez does not call or contact me by another company XXXXXXXX XXXX XXXX stopped the release and are holding funds. I have emailed with XXXX XXXX without reply as to why they are holding our funds without cause. I have called in the XXXX number and spoke with XXXX XXXX who could not repeat back to my my address after I gave it to him. ie : he asked for my address and I told him XXXX XXXX XXXX XXXX to which he repeats back to more " XXXX '' I give my all my information and he says my information does not verify and he can not help me, I believe there is a language barrier that is impeding his ability to communicate. He refused to transfer me to XXXX XXXX or to a supervisor or anyone else who can help me because I can not be verified. I asked how is it that XXXX can email me and call me but I can not speak to him and XXXX will not forward me to someone else who can help me get our funds released. Our home was previously inspected by the XXXX XXXX inspector who gave us a 100 % completion notice and at the time released all funds in escrow. However we were still battling with XXXX insurance over the repair costs. We desperately need our escrow funds to pay our contractor and would appreciate your assistance in helping us get those funds. XXXX XXXX has previously closed our file as 100 % complete and told us the funds would be sent then XXXX purchase the loan and now will not release those funds. We do not want a lien placed on our home because our mortgage company won't reply or provide English speaking people to service our calls or reply to emails in a timely manner. Our insurance company called to state that someone left them a message that was so fast in speaking they could not even respond to the request. Please help
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 75077
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on my mortgage loan with Guaranteed Rate, which sold my loan to Shellpoint, which is serviced by Newrez LLC. Since Newrez LLC took over servicing my mortgage loan, I have been unable to access, view, and receive electronic statements. I am able to login to the Newrez LLC user portal, however, I can only view the home screen. I am unable to view any mortgage statements, correspondence, or any additional documentation with respect to my mortgage because when I click on Account Details, the page redirects and goes to a blank screen. I have spent an inordinate amount of time calling to complain about this and subsequently request the mortgage statements be emailed to me since I no longer receive statements via USPS due to the fact that I am the victim of identity theft with fraud statements on my credit report. When the Newrez LLC website attempts to redirect from the home screen to the Account Details where statements would be located, the website freezes, using their recommended browsers, including XXXXXXXX and XXXXXXXX XXXX. For two years, I have not been able to view mortgage statements via the consumer portal and have had to request that Newrez LLC email the statements. This is a problem because my mortgage payments are setup for autopayment. Therefore, if the payment amount is not listed correctly, I will be issued late fees, even if the payment is off even so much as by one penny! However, Newrez does not send my statements to me electronically, but instead expects me to retrieve them in a portal for which their IT support can not effectively resolve these issues after two years of complaints. One day I fear that the mortgage payment amount will be short, and I will be issued late fees and reported to a collection agency when Newrez does not send me statements that notify me of the correct due date and correct amount due. I do not know how much of my mortgage is being applied toward interest, principal, or taxes. Newrez LLC fails to provide me with proper statements in order to make my monthly mortgage payments. I fear they are setting me up intentionally to default on my mortgage, and I have never been late or short on any payments. Attached is a screenshot of what a consumer experiences trying to access a monthly mortgage statement. See pdf of a blank computer screen with a redirect address that is clearly broken and not working.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60423
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A