Date Received: 2023-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I was sent a video that I needed to watch telling me my escrow was negative and my payments were going to be adjusted. I had XXXX options, pay a lump sum of {$1600.00} or have my monthly payment increase by $ XXXX the next XXXX months. If I took no action the XXXX was going to be the default payment raising my mortgage from {$900.00} to {$920.00}. However this was not the case, I received a email that the amount being withdrawn, since we are on biweekly payments was {$520.00}. This makes my monthly payment {$1000.00}. I called NewRez the week of the XXXX to inquire about this. I was told it was to make sure my escrow wasnt negative again, when I informed them that this payment was the same amount that I owe for escrow, over XXXX months instead of XXXX, I was told that I should have never been offered the 60 month option. I told them, that I was, and I would like that rate. I was then told that it would have to be submitted for manager approval and I would receive communication via email within XXXX hours. I informed them that due to their track record of lack of communication and not resolving issues in a timely manner, that if I didnt hear anything in the timeframe or shortly after I would be filing a complaint. On XX/XX/10 the amount of {$520.00} was processed on auto payment without my approval.
Company Response: Company believes the complaint is the result of a misunderstanding
State: IA
Zip: 502XX
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had an account with Newrez for over 2 years. I paid each month via auto debit from my account. In the past two month NewRez keeps on saying my bank account doesn't exist so then they can charge me late fees etc.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06704
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home mortgage was recently transferred to Newrez. I received an email inviting me to create an online account so I could manage my mortgage. My first attempt to create an account appeared to fail. During my second attempt I received a message that I already had an account instructing me to sign in. The site did not recognize the password I had created. When I attempted to reset my password, I was directed to XXXX XXXX XXXX. I called Newrez. They told me XXXX is a related company but were unable to explain what happened or resolve the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Dispute of XXXXcorrect Credit Reporting for Loan Number XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX SC XXXX XXXX XXXX XX/XX/2023 Dear Sir/Madam, I am writing to formally dispute the inaccurate credit reporting related to my mortgage loan with Shellpoint Mortgage , assigned the loan number XXXX have recently discovered that Shellpoint Mortgage has reported my account as being 90 days late on my credit report, despite the fact that I was under an approved forbearance plan during that period. This act of inaccurate credit reporting is in direct violation of the Fair Credit Reporting Act ( FCRA ) and has caused significant harm to my credit history and financial well-being. As you may be aware, forbearance is a formal agreement between a borrower and a lender that temporarily suspends or reduces monthly mortgage payments due to financial hardship. It is explicitly stated in the terms of my forbearance agreement with Shellpoint Mortgage that the company will not report any negative credit information to the credit bureaus during the forbearance period. Therefore, the reporting of my account as 90 days late is not only erroneous but also a violation of the agreement. I kindly request that you conduct a thorough investigation into this matter and rectify the inaccurate credit reporting associated with my loan immediately. The erroneous reporting has had severe implications on my credit score, making it difficult for me to secure favorable terms on future credit applications. Furthermore, I hold a security clearance for my career, and the negative impact on my credit history has the potential to jeopardize my professional standing and employment. If the necessary corrections are not made promptly, I am prepared to take legal action to protect my rights. Under the FCRA, I have the right to accurate credit reporting and the ability to seek damages for any harm caused by inaccurate reporting. I am confident that the evidence of the forbearance agreement, combined with the incorrect credit reporting, will support my case against Shellpoint Mortgage. Enclosed with this letter, you will find copies of the relevant documentation, including the forbearance agreement and any correspondence confirming the forbearance terms. These documents clearly illustrate the agreed-upon terms, which prohibit negative credit reporting during the forbearance period. I kindly request that you consider this evidence during your investigation. I expect this dispute to be resolved promptly within the legally mandated time frame of 30 days. Please provide me with written confirmation of the steps taken to correct the inaccurate credit reporting associated with my loan number [ Loan Number ]. Additionally, I request that you provide me with a free copy of my credit report once the corrections have been made. Thank you for your attention to this matter. I trust that you will conduct a thorough investigation and take the necessary steps to rectify the inaccurate credit reporting promptly. I look forward to a resolution that restores my credit history to its accurate and fair state
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: SC
Zip: 29650
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Kindly remove all late payments on my account. I have paid my balance and current. This is affecting my credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07747
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a notification from ShellPoint Mortgage informing me that they have purchased a lender-placed insurance policy on my condo property at a cost of {$4500.00} ( which is roughly 6 times for the insurance coverage I have personally. The evidence of insurance the mortgage company is looking for is secured and paid for by the HOA. I immediately responded by sending an email with accompanying proof of insurance - which by the way, all HOA provide access for this information through a web site. I received no response. After receiving another two notifications and corresponding email responses, once again, I sent in the insurance verification as instructed. I have left 9 messages, in addition to my emails, for a manager or supervisor to call me back. I have received NO calls as of this date. I have attempted to contact the insurance division of this mortgage company at least 7 times, each time having to disconnect after nearly 150 minutes. When I contact customer service, I am told that customer service has the same problem contacting the insurance division - my last call with customer service was at XXXX XXXX. on XX/XX/2023 ( all calls are apparently recorded ) speaking with XXXX XXXX in XXXX, Michigan. Apparently, as a result of failure to acknowledge receipt of evidence of insurance, the mortgage company has increased my monthly payment. My last payment ( for the month of XX/XX/2023 ) fell short by nearly {$70.00}. The company refused to acknowledge the payment ( although paid on time ) and has charged me a late fee of $ XXXX egregious act given the company 's failure to acknowledge or respond at least since XX/XX/2023, when I have evidence of my communications. Mortgage Company : Shell point ( a division of newrez ) account # XXXX property address : XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX You help and support can prevent this company 's egregious acts and fraudulent activities with other consumers. Sincerely,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92653
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I received a notice that my loan had been transferred to a new servicer as of XX/XX/2020 from XXXX XXXX to ShellPoint. On XX/XX/XXXX I paid my original servicer the full amount due which was {$600.00} making my account current for the XX/XX/2020 payment and my next due payment would be XX/XX/2020. ' The new loan servicer ShellPoint started calling me advising I had late fees and was delinquent on my XX/XX/2020 payment. Through several calls they were unable to provide me any details saying all they know is I owe a late payment and that I still need to pay my XX/XX/2020 payment. I asked them to research this to which they said it has to go to another department. What I was eventually told was that I had to go back to my previous servicer and get any information to prove that I paid them prior to the account being transferred and that was not the new servicer job. Repeated calls requesting a supervisor, no resolution. I get calls saying I still owed XXXX for weeks. I paid my XXXX and XXXX payment and was then told I still owe XX/XX/2020 because when I paid they applied my payment to XX/XX/2020 and XX/XX/2020. I have been going round and round with shellpoint. When they call I have no asked to have them turn the recorder off as I live in California and its a 2 party consent state and they say they cant. At first they asked me to hang up and I said I would just wait. They know just disconnect the call and call back the next day or same day. This kind of behavior has to happen often with these servicers that take over loans and then put it on the consumer to prove that they dont actually owe the money to them. Every statement they have sent me is incorrect, ever phone call they make incorrect states about debt I do not owe. I honestly thought they may finally call my previous servicer to clear this up but was told they dont do that because its hard to find my account. Its silly. There has to be endless other people that get caught up in this and end up spending their time proving they dont owe a debt and or just pay it. I myself have found the email showing I made a payment prior to the account being transfereed which I have not sent to Shellpoint because I think this is ridiculous. Shellpoint has no marked me as having a late payment on my credit report and my score has dropped.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: CA
Zip: 90720
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing to you today to file a complaint against Shellpoint Mortgage Servicing, XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX. My loan number is XXXX. On XX/XX/2023, Shellpoint placed force-placed insurance on my home because they did not receive proof of my existing insurance policy. I immediately provided them with proof of insurance on XX/XX/XXXX, but they have not yet removed the force-placed insurance or refunded me the premiums that I have paid. It has now been 25 days since I provided them with proof of insurance, and they have still not taken any action. This is a clear violation of 12 CFR Part 1024.37, which requires them to remove force-placed insurance and refund the premiums within 15 days of receiving proof of valid insurance. I have tried to contact Shellpoint on several occasions to resolve this matter, but my calls and emails have gone unanswered. I am now forced to file a complaint with the CFPB in order to get my issue resolved. I am requesting that the CFPB investigate this matter and take appropriate action against Shellpoint. I am also requesting that the CFPB order Shellpoint to remove the force-placed insurance from my home and refund me the premiums that I have paid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98004
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ok so it's technically not about my mortgage as it is my mortgage company. The mortgage company is Newrez ( Shell point ). The issue is that my mortgage company will not release my insurance claim funds. On XX/XX/XXXX I contacted my mortgage company about releasing the insurance claim funds in order to pay my roofer for the work they had done. The insurance claim is from last year 's hurricane ( Ian ). The insurance company had finally issued me the check on XX/XX/2023 in order to do repairs. The check however was in both my name and the mortgage co name. I called the on XX/XX/XXXX to see if they had the insurance claim funds and could they release these funds to pay said contractor. They informed me that I need to fill out paperwork that we NEVER received, then once the paperwork was completed an inspection needed to be done and then after all that they would disperse some funds. I asked them if I payed off my entire mortgage would I get the money sooner. A representative in the Lost draft department told my wife and I that..Yes if I paid off the mortgage, they would release all the funds and I would have them in 3 days. On XX/XX/XXXX, I paid off my mortgage and received a copy of My Acknowledgement form from them that the mortgage is closed. On XX/XX/XXXX, I called them back and asked them when my insurance claim funds would be released since they no longer have a vested interest in this property. Needless to say I was bounced around from department to department for over 4 hours and stating that it was not their department that handles that. I continued to call every day since then including yesterday XX/XX/XXXX. Customer Service is now telling me that it will take 30 days for the funds to be released. I explained to them again that these funds had nothing to do with my actual mortgage ( which was paid in full ) and that these funds were for repairs, also at this time with them not having a vested interest in this property that the funds should be released immediately. I don't think they should be holding onto my insurance claim checks since they no longer hold a mortgage to my property.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34758
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/ with approximately {$35000.00} left on my original loan. My Mortgage Loan was transferred to Green Tree Servicing LLC d/b/a Ditech d/b/a Shellpoint Servicing then Sold to XXXX XXXX XXXX. Green Tree Servicing LLC put my account in default the first month and foreclosure the 3rd month by withholding the first and all payments thereafter. I have been fighting the Lenders and the Court System for 9 years and have hit a brick wall from the highest level and from all angles. The Court System doesn't care if your signature and documents were forged by the Lenders. The Judges allows this White Collar Crime Foreclosure Fraud to use the Court System to break the law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33594
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A