Date Received: 2023-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My property taxes were paid in full by my mortgage servicer, Newrez LLC, through my escrow. However, the tax amount for Tax Year XXXX and Tax Year XXXX were incorrect. I have fixed this issue with my XXXX XXXX office by completing a Pay By Legal Description and was given new tax bills for both years. I had sent over a copy of my corrected property tax bills to my mortgage servicer for review to adjust and refund funds back to my escrow account. I still have not receive a response or resolution. I have been overpaying for the month of XXXX and XXXX in the amount of {$5900.00} due to the increase of funds in my escrow, which is added on to my monthly payment. Newrez had paid {$18000.00} for tax year XXXX 2nd installment and {$12000.00} for tax year XXXX 1st installment. These are incorrect amounts, and I need them to refund the difference back to my account. I need this to be resolved as soon as possible as it making me very difficult to pay my monthly payment for amounts that are not correct.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60608
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: In XXXX, the value of my home dropped causing my mortgage to become upside down. I hired attorney, XXXX XXXX XXXX in XXXX to file a XXXX Bankruptcy. The lien for my pool loan was stripped off my home, however after 10 years Shellpoint went to the XXXX XXXX court and it seems reattached the loan on XX/XX/XXXX, despite the loan previously handled by Green Tree being stripped off. I received a notice concerning privacy options from Shellpoint and I wrote on the notice that I did not have any type of loan with Shellpoint. I never asked to validate a loan. Therefore, I do not understand why on XX/XX/XXXX, I received a letter from Shellpoint, stating XXXX XXXX XXXX inquired about the loan # XXXX, and a copy of the lien refiled in XXXX XXXX. Someone at Shellpoint is committing fraud and I would like them held accountable, because yes I did file XXXX XXXX in XXXX, however XXXX XXXX XXXX is not my attorney and the pool loan # XXXX was not included in the debt, because it had been stripped of my home and was no longer a debt. How is it possible for a debt to be stripped off my property by a judge, then reattached after 10 years without my knowledge? I am not paying attorney XXXX XXXX XXXX, why would he request information on a stripped property loan in my name?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was in bankruptcy. The mortgage company was not applying the payments correctly from the trustee. We went to court and the judge ruled that they had to fix it. They have not. I am out of bankruptcy now, and the payments that I have been making they have been applying to the back due instead of the current amount that is owed so now it looks like I am defaulted and can no longer make payments. They have also added this to my credit report making it go significantly lower. I have receipts that I have paid on time as well as proof in their web portal that I have paid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70501
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New mortgage servicer, " Shellpoint '' is charging me {$60.00} for property inspection that I did not approved or have any knowledge of. The dates of these charges are XX/XX/XXXX and XX/XX/2023 I tried to get these charges waived or dropped during several phone conversations with their customers service Dept. to no avail.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: FL
Zip: 33155
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX, XXXX : Since the date that my mortgage was transferred to Shellpoint/ NEWREZ XXXX, XXXX, Shellpoint has applied my monthly payment to previous months ' ( even though I had paid those payments ) and/ or placed payments in Suspense and has not applied the current month payment to the current month debt ; Shellpoint would then inaccurately report that the mortgage payments were late or the loan was/ is in default. This has occurred so many times that I can not name all of the months of the errors -- majority of the months ' payments have been incorrectly applied and therefore, I have been sent notices of non-payment, charged late fees, and been reported delinquent to the credit bureau. I have filed multiple complaints with the Loss Mitigation unit with Shellpoint. The error eventually gets somewhat remedied ; however, some late fees continue to remain. I have spent ~75 to ~100 hours working on these continued errors, and I ( usually XXXX credit score, at least ) was even denied credit for an Auto loan then am paying an exceedingly higher APR as a result of my mortgage inaccurately showing as delinquent. Shellpoint takes many months to correct the issue and then will make the same mistake the next time. For instance, XX/XX/XXXX payment was misapplied to another previous month resulting in the issue of " late payment '' notices and reporting then " delinquent '' reports, that ultimately caused me to have an Auto loan, etc. impacted by Shellpoint 's mistakes in early XX/XX/XXXX. As is the pattern, Shellpoint corrected the mistake in late XX/XX/XXXX, and then again applied the XX/XX/XXXX payment to another month and is now pursuing me for " 'late payments '', fees, etc.. They advise they are investigating and that it will take time. I receive calls from their collection team. This keeps continuing. I can not receive a mortgage from another company because of the history with Shellpoint and the likelihood that they will make this same mistake again during the application process erroneously reporting me as late or delinquent. It is affecting my whole life. Shellpoint has correctly applied my mortgage payment maybe a handful of months from XX/XX/XXXX to XX/XX/XXXX. I am happy to provide more information and am attaching the most recent response from Shellpoint regarding my most recent complaint ; I don't agree with Shellpoint 's final conclusion attached, but it does summarize the veracity of their errors and consistency. I don't know where to start to provide more efficient information. It would be a bank statement showing payments every month and Shellpoint 's correspondence majority of the time that I've been with them that they " have not received my payment. '' This can not be happening to just me. It is likely a programming error. Please help me!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 50322
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The loan officer ran my credit several times during the application process which lowered my score significantly. On the day I was to be approved for my loan another person in the company took over my loan application and found it necessary to run my credit yet again causing my score to drop below their threshold. In turn, I had to pay an additional XXXX down payment. When I asked why they kept running my credit they explained that the credit bureaus would see this as rate shopping and it would not affect my credit. Ive tried numerous times to resolve this with the mortgage company with no response at all. I recently found out that when I was approved for the loan they were supposed to report this to the credit bureaus which they never did. I believe this is predatory lending practices and that I should not have had to put an additional XXXX down due to them being responsible for lowering my credit score.
Company Response:
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'll try to make this brief as possible, covid impacted also exemployer broke DOT and FMCSA laws found guilty had to leave to protect my life and license, fell behind several months mortgage sold to a company called Shellpoint after having several serious issues and gathering info RED FLAGS popped up on laws suits on wrong billing improper information LIES committing criminal acts for personal greed, gain, and self interest like abusing religion to steal land and not pay taxes Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: in 2021 recorded assignments after 10 years. communicating with me trying to collect without owning the debt after 10 years of original lender assignments
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33026
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage through Newrez LLC which I obtained as a VA homeloan in XX/XX/XXXX. Newrez bought my mortgage from the previous servicer, XXXX XXXX XXXX, and started servicing my mortgage in XX/XX/XXXX. On XXXX XX/XX/XXXX, Newrez sent me a form letter, which I did not receive until XXXX XXXX, claiming they did not have a condominium policy on file and threatening to apply one to my account at my own expense. On XXXX XXXX, my condo property managers faxed the certificate of liability insurance ( CoLI ) for my condo building to the fax number provided on the form letter, which was for Newrezs Insurance Dept - PROCTOR LOAN PROTECTOR ; XXXX XXXX XXXX, XXXX XXXX, XXXX, MI XXXX ; Proctorlp.com. My condo property manager also provided me a copy of the XXXX, which I submitted myself to the online portal also listed in the form letter. I followed up with the Insurance Dept at Newrez the day after submitting the documents and told I needed to wait at least two additional business days before they were processed. On XXXX XXXX, I sent a message to Newrez using their websites contact us feature requesting confirmation that the XXXX had been processed. The only response I received was a generic letter saying additional information was being gathered about my inquiry. I called the Insurance Dept at Newrez on XXXX XXXX requesting confirmation that the XXXX had been processed. A proctor loan protector agent, XXXX XXXX, claimed that the XXXX had never been received. He provided an email address for me to submit the XXXX to, XXXX, and informed me a confirmation email would follow submittal. I submitted the CoLI to that email and I sent three follow up emails requesting confirmation to XXXX later that day on the XXXX, on the XXXX, and the XXXX, and received no responses. On XXXX XXXX, Newrez sent me another form letter threatening to add an insurance plan at my expense to my account. I received that letter on XXXX XXXX. On XXXX XXXX, I called Newrez Insurance Dept again and was told they never received the CoLI, this time by XXXX XXXX. XXXX provided the same email contact information as before, XXXX, and I submitted the XXXX again via email. XXXX told me I would receive a follow-up confirmation email within XXXX hours that the XXXX had been placed on my account. I never received that confirmation email despite sending reply requests for it to XXXX on XXXX XXXX. On XXXX XXXX I called the Newrez Insurance Dept again and was told the XXXX had been processed.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage company keep forcing us to take money from our escrow accounts to pay our home insurance. We been with XXXX XXXX for six years. Our home insurance is not due until XXXX XXXX which was payed two weeks ago. I spoke to one mortgage company associate they told me XXXX XXXX ls our home insurance.when I received my mortgage statement I was told they took it from escrow account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85757
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A