Date Received: 2023-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I'll like to submit a complaint against Newrez Mortgage company who have been servicing my loan since XX/XX/XXXX for not correcting my escrow account from XX/XX/XXXX when they disbursed a check to the wrong tax agency in the amount of {$260.00} and on XX/XX/XXXX when they disbursed a check from my escrow account in the wrong amount to a tax agency in the amount of {$330.00}. On XX/XX/XXXX I called the tax team ( XXXX ) alerting that the check submitted on XX/XX/XXXX to the tax agent was incorrect because I do not owe this tax agency along with the check disbursed on XX/XX/XXXX for {$330.00} in which was to the correct taxing agent but for the wrong amount. I submitted a copy of my tax statement via their online message app. They stated they would open up an investigation case and contact me. However, after not receiving a written or oral response I called again on XX/XX/XXXX, XX/XX/XXXX and on XX/XX/XXXX. I submitted complaints on their website and mailed letters on XX/XX/XXXX and XX/XX/XXXX. Each occasion they stated they see no open case relating to the issue and they would submit one. However, on XX/XX/XXXX I was able to speak to a tax manager and they stated they have spoken to the tax agents and I was mailed the refunds by them. I shared with them that this makes no sense. I had already contacted the tax agents inquiring on the issue and they stated if they would have received a check they would have mailed it back to the sender and not the homeowner. They are claiming I have the refunds and no corrections are needed. So, I requested a copy of their investigation findings that will show the date and check numbers relating to the refunds and no response have been given.
Company Response: Company believes complaint is the result of an isolated error
State: TN
Zip: 38018
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Approximately 10 years ago this XXXX XXXX XXXX were put in place. ( The monthly " due-date '' was set at the XXXX day of each month. However, each monthly statement I receive clearly states that a late-fee is NOT triggered until on about the XXXX or XXXX of each month. ) I make my monthly payments to the servicing company ( I call, " servicer. " ), NEWREZ, by its automated telephone pay-system, on the XXXX, XXXX, or XXXX of each month. ) This procedure has been in place since the beginning of the mortgage-life. I have not been late on any required monthly payment according to the dates & procedure developed between all these parties since the beginning. I have not been assessed any late-fee since the beginning, UNTIL THE PRESENT DISPUTE AROSE. The mortgage has an escrow account for taxes & property insurance The documents require that I, the property Owner & mortgagor, obtain & keep in force acceptable property insurance, which I have always done since the beginning of the mortgage-life. This is the 2nd year that I have changed property-insurance companies to try to obtain a lower cost premium. ( The property is located in Florida, which has a property-insurance crisis, and has had for several years. ) The first year there did not seem to be any significant pe another change of property insurance carriers... .this generated another REFUND of premium. I obtained directions on how to endorse the refund check and the address of where to send it. These directions were followed and, by phone I was able to later verify tat the servicer did receive the refund-check. The next bill I received indicated an amount which was clearly more than if the refund monies were acknowledged as received into escrow, though not more than {$200.00}, in my estimation, than what the true amount of my monthly payment should have been calculated to be. A phone call to the servicer did not seem to get me any results such as recalculation of the monthly payment based on t the servicer 's receipt of the refund monies ( which was approximately {$3100.00} ). Finally, almost two ( 2 ) months after the servicer received the refund monies, one XXXX admitted to me on the phone that the refund monies had been ( mis ) applied as a " regular monthly payment '' instead of the escrow account. The XXXX stated that she would try to straighten the matter out. On the next monthly payment due from me, I estimated the amount I thought was actually due from me rather than pay the amount requested by the monthly statement, which was about {$250.00} too much. I did not subtract an entire {$250.00}. I subtracted less than that. There is no way I could calculate the exact amount owed because, I do not know what amounts for insurance & taxes are in my escrow account at any moment. I am informed of that only once a year, probably on my Form 1099. The servicer assessed me a late-fee, as a result of what it says is a " partial payment. '' The next month, it did so again, and will no doubt do so again this month ( XXXX, XXXX ). Now the servicer has sent me two ( 2 ) letters which are, in essence, collection letters. In those letters the servicer states that I will be assessed late-fees on the XXXX of the month. This changes the time I have been required to pay my monthly payments. For ten ( 1XXXX ) years I have been an about the XXXX of each month because the bills have stated that I am NOT LATE until the XXXX of each month. This is an illegal change over the procedure developed between us for ten ( 10 ) years.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Mortgage company says my payments are 30 days late and also say that Im bankruptcy. Keep on getting letters.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Dear Consumer Financial Protection Bureau, I am writing to file a complaint against New Rez Shellpoint for attempting to seize my property without validating the alleged debt. Under federal law, no property can be seized, and collection efforts must cease when a debt is disputed, and there is no sufficient validation. Despite my repeated attempts to dispute the alleged debt and request validation, New Rez Shellpoint has continued to harass me with aggressive collection efforts. They have threatened to seize my property without providing any evidence of the debt 's validity. As you are aware, the Fair Debt Collection Practices Act ( FDCPA ) requires debt collectors to provide verification of the debt, including the amount owed and the identity of the original creditor. Despite my requests, New Rez Shellpoint has failed to provide any such verification. This behavior is not only a violation of federal law but also a clear violation of my rights as a consumer. I urge you to hold New Rez Shellpoint accountable for their actions and ensure that they comply with all applicable laws and regulations. Thank you for your attention to this matter. Sincerely, XXXX XXXX XXXX I am submitting this complaint on my behalf and I swear that all statements are true to the best of my knowledge
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had been in a COVID-19 hardship forbearance with XXXX XXXX XXXX for quite some time. During that time, I applied for mortgage assistance from Georgia HAF. I actually applied on XX/XX/XXXX. This was a very detailed process that involved a great deal of time and patience. This included HUD counseling as well. HUD had to verify that the mortgage servicer would agree to work with me on any amount over what HAF would cover and they did that with XXXX. When my forbearance ended, I also applied for a modification with XXXX XXXX XXXX to prepare for a workout agreement to assist in bringing the account current. Every time I submitted, I would wait for a response and then get a message that I needed yet another document or signature on something, the last of which I received on XX/XX/XXXX. While waiting on my loss mitigation options, I began contemplating selling my home, but I am still having hardships, rental prices are up and I am not in a position to be able to buy another home. Also, with so much owed to bring the account current, any profit from a sale would be eaten up with fees to pay off the current mortgage. I began to feel more hopeful about my situation once I received conditional approval for my mortgage assistance application. The {$50000.00} was going to be a big help. The email I received on XX/XX/XXXX, stated that they were awaiting lender approval. The next day, XX/XX/XXXX, I found out my mortgage servicer was changing from XXXX to Shellpoint Mortgage. I immediately contacted Shellpoint to communicate my status with Georgia HAF and to also submit a loss mitigation packet. I also communicated with Georgia HAF who told me I would have to submit a " workout agreement '' form to Shellpoint that they would have to return to Georgia HAF indicating they were aware that the {$50000.00} grant would not cover my entire arrears and that they would be willing to make some type of workout agreement for the rest. This is the only way the grant would be approved. Meanwhile, I checked on my loss mitigation packet and was told by my " single point of contact '' that I had ONE missing document and I submitted that document on XX/XX/XXXX. Tuesday, XX/XX/XXXX, I received my approval. Now, I was anxious to see what my mortgage servicer would offer to assist me in making up the difference. I waited to hear from them, but I also reached out to them. I was assigned a different " single point of contact ''. She said my loss mitigation packet was NEVER given to underwriting even though everything was in. She also said she didn't see where my grant funds had been received. I asked her if I needed to renew any documents to get my packet properly reviewed. She said NO after conferring with a supervisor. She said the packet would go " AS-IS '. This was in XXXX. After receiving two more statements and not seeing the grant funds applied, I called Shellpoint yet again. I had not received ANY correspondence from them other than monthly statements. I got no calls, emails, denial letters, nothing. When I called on Thursday, XX/XX/XXXX, I was told my grant funds were received and sent back to the state because they didn't cover enough to re-instate the mortgage and that they asked the state if they could offer more or something else and that when they didn't get a response, they sent the funds back. I was HORRIFIED. How could they do that? It didn't make sense. Shellpoint agreed to offer me a workout agreement for the remaining balance and I had been offered nothing. Furthermore, they said my modification packet was null because the documents were too old. They blew me off and only offered for me to start the loss mitigation process from scratch. I was denied an opportunity to speak with a supervisor. Friday, XX/XX/XXXX, another representative called and told me that they had nothing to do with my grant and that I would have to talk to the state about it. He had no answers to my questions about the documents I submitted and the " workout agreement '' they signed. This seems incredibly negligent on their part and it is creating a great deal of XXXX and stress for me as a 100 % XXXX veteran with XXXX doing everything in my power to get back in good standing with my mortgage. I feel the mortgage company wants me to fail. Ironically, after speaking to the representative, I immediately started receiving predatory calls from investors asking about buying my house. This doesn't seem coincidental. I don't want to lose my grant or have to start over from scratch. I followed the process. I can't afford to snub at {$50000.00}. I feel Shellpoint should be liable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2023-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was behind in my mortgage due to loss of income caused by the COVID-19 pandemic. I applied for a grant from Pennsylvania 's Homeowner Assistance Fund ( HAF ) and was approved for a full mortgage reinstatement in XX/XX/2023. Shellpoint still has not credited my account with the payment. The HAF program administrator confirmed that they wired Shellpoint {$31000.00} on XX/XX/23 but have not been able to find out what happened to the money. Therefore Shellpoint 's latest statement shows me as owing {$34000.00}. Because Shellpoint has not credited my account, they have continued to report me as delinquent to the credit bureaus when I should have been reinstated. Also Shellpoint has added property inspection fees and late fees that they would not have charged if they had properly credited my account when the HAF funds were sent in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19135
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been making mortgage payments with XXXX XXXX XXXXXXXX bill pay for the past 3 years with no issues until XX/XX/2023 the payment was rejected and sent back i started to getting miss payment letters and paid a late fee and my XXXX score dropped by XXXX points i have sent numerous letters but cant get a response.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 92804
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: There are a few accounts on my credit report that I've been having issues with, I've already tried disputing the information through the XXXX credit bureaus with no responses ; as well as the creditors directly, also with no responses! This is not following the law, they are required to respond to me and since the information is false and invalid anyways, I want it investigated thoroughly. The first time I disputed with the credit bureaus was on XXXX XXXX XXXX then I followed up on XX/XX/XXXX. At that point, I sent a XXXX dispute to the bureaus on XX/XX/XXXX but this also included a dispute to the creditors. No one has responded to me, no one has provided " proof '' of these late payments. With Shellpoint Mortgage, this is an alternate mortgage company. My mortgage company originated elsewhere and I was given a forbearance due to XXXX, but apparently when the mortgage sold to Shellpoint, they didn't follow suit and put it in forbearance and started reporting late payments. I caught it too late but they refuse to correct the issue and say it's not in the notes and they won't do anything. This is not valid and the late payments are not valid either! For the XXXX XXXX XXXX XXXX XXXX account, there are XXXX late payments reporting, neither were valid either! XXXX of them, they admitted to their system being down due to XXXX and the autopay wasn't processing as it should've been. I was told it would be corrected and removed but it never has been. The other late payment was during the time of everything shutting down and the payment I submitted didn't get processed on the creditors end in time, then reporting me late. This is not my fault that it was late, they received it on time. I even have since opened XXXX new accounts with this company ; I believe this shows my loyalty to them as a customer and I want to continue to do business with them, but I would like to be treated fairly as well and have this rectified. For XXXX XXXX XXXX XXXX, I do not recall being late on this, I have requested documented proof of this but they've never provided it. If I was truly late I will accept it, but the records I keep do not reflect this, so if there is documented proof I was, then I want the company to provide this to me!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91606
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Erroneous Reporting of Missed Mortgage Payments SHELLPOINT MORTGAGE SERVICE ATTN : XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, SC XXXX In XX/XX/XXXX, my mortgage was transferred from : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX to Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX, SC XXXX XXXX When applying for a new loan, it came to my attention that XXXX XXXX XXXX XXXX XXXX XXXX my previous mortgage lender, erroneously entered my payments for calendar year XXXX. To wit : A. On XX/XX/XXXX, XXXX approved a loan modification for my mortgage for {$4200.00} per month, which ended my arrears ( Enc l 1 ). B. I made monthly paym ents by the XXXX of the month as specified. The payments were made with four ( 4 ) or five ( 5 ) USPS money orders, totaling the entire monthly mortgage obligation. { NOTE : USPS issues postal money orders with a maximum amount of {$1000.00}. } See attached XX/XX/XXXX payment. C. However, staff at XXXX chose to assign my monthly mortgage payments, for calendar year XXXX to various sub-categories, as opposed to applying the entire monthly payment as annotated on the monthly mortgage statement. D. Subsequently, XXXX staff continued to report to credit agencies as if I was still in arrears on my mortgage payments. E. I requested Shellpoint Mortgage Servicing, my new mortgage provider, review my calendar year XXXX monthly mortgage payment history and correct the erroneous information provided to the various credit bureaus. F. Shellpoint denied my request to have my calendar year mortgage payments correctly identified and having the monthly amounts paid-in-full. I request assistance in getting my calendar year XXXX mortgage payments correctly identified and having the monthly amounts annotated as paid-in-full.
Company Response:
State: MD
Zip: 21701
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We were involved with the XXXX XXXX XXXX scam in XXXX which was the beginning of the problem. During that time XXXX XXXX XXXXXXXX sold my mortgage to Ditech. A loan modification was completed. I was a single parent of young children and had some medical issues which kept me out of work. Mortgage sold again to Shellpoint. A loan modification was in process and I had already made the first payment. I was involved in a near fatal boat accident and spent XXXX weeks in the hospital. Even after 21 XXXX to save my XXXX I am permanently XXXX and was forced to medically retire. At the time when I got out of the hospital I immediately called and explained the situation. The mortgage company told me they already canceled the modification, and that they would not help or assist me further. Mortgage sold again this time to XXXX. Now I have a further reduction income due to XXXX and XXXX. I hired an attorney to handle the modification however due to lack of IRS tax returns the attorney is demanding another {$3500.00} to start the modification process all ov
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11010
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A