Date Received: 2023-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have multipole accounts with Shellpoint 4 of which reported a later payment for the month of XXXX the same month Shellpoint decided to change their mailing address. I was never updated with the new mailing address as i rarely look at the statements that are sent to me i have a team who manage all my accounts and they are the ones to make sure all the payments are made i never missed a payments in my life and i never-missed since the incident. This is a case of simple miss-communication which happens to everyone. As a result of not being notified of the address change the check that was mailed for that month was sent to the old address and returned to us only for us to make a payments right away to find out that we where more then 30 days late which cased them to report a late payment on 4 separate accounts. This has affected my credit score dearly and prevented me from getting any new financing which is causing me severe damages to my business and personal health. I submitted a written request to the Company Involved only yo be told that the mistake was on on their end so they wont be correcting the payment history
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since my loans were originated with NewRez, they have been on automatic ACH payment with the company. In XXXX 2022, my ACH was canceled because NewRez was unable to locate my account and NewRez did not notify me of the cancelation. A representative called me to collect the payment and when we discussed the payment history, the representative confirmed that I was not notified of that error or challenge on NewRez 's part, and reversed the late fee. I re-established the reoccurring payment since that time, and payments for 3 of my accounts were withdrawn via NewRez ACH. I have confirmation emails subjected " Your recurring payment has been submitted '' from XXXX and XXXX. On XX/XX/XXXX, all three loans were sold, but no notification was made to me that there was any change in servicing or that my automatic payments were being stopped. ( I was only able to ascertain this informationby reviewing my payment history in NewRez 's portal ). I have still not received any notification of a change in servicer. On XX/XX/XXXX, a rep called me to say the payments were not received. I confirmed that the XXXX and XXXX payments were automatically drafted, and we talked through why my ACH was not taken out, and the rep stated that when the loan was sold, it may have canceled the ACH, but no notification was sent. I requested the late fees reversed, as NewRez failed to notify us that the payment I authorized was canceled and I have not received any notification of a change in servicer. When I called on XX/XX/XXXX, the rep and manager said they had no notes or documentation of a call on XX/XX/XXXX. I was also denied my request to reverse the late fees. I requested that the recording of the XX/XX/XXXX call be pulled for reference and requested an investigation about what occurred between the XX/XX/XXXX payments and the ACH payments being stopped, without notice. The representative told me that no one would call me back andthat nothing could be done. These late fees and any record of late payments on my account are inaccurate and I am requesting full and complete documentation about what has occurred on my accounts. I am very concerned about NewRez inaccurately reporting to the credit bureaus on my behalf or continue to charge unwarranted fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33065
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are recipients of a COVID19 forbearance and have been trying to reinstate our mortgage payments. Shellpoint mortgage assured us telephonically last week that we were eligible for a COVID19 loan modification and that the documents to sign would be sent to us within 10 business dates. After this phone call, a letter was dated and sent claiming that we owed the entirety of our forebearance payment in one lump sum of XXXX! This was a threatening letter dated XX/XX/XXXX and with a payment due date of XX/XX/XXXX!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 99502
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I received a loan account ending XXXX & XXXX with XXXX as my direct loan advisor and Lender. XXXX put me into unfair predatory lending that was illegal as no possible way to pay the negative amortizations on XXXX XXXX in XX/XX/XXXX. By XXXX by mutual agreement with XXXX informed me to not pay, and within the next months called Due by Affirmative Act of Acceleration of the Maturity Date to XX/XX/XXXX. There was never any deceleration of the debt obligation called due. The maturity Date never changed. California Law provides Civil Code 880.020-882.040 and provides the debt obligation is no longer enforceable by any means, nor is the enforcement of the power of sale in the deed of trust. The deed of trust is VOID. Satisfied. Payments were made during XXXX and refused when they were to provide a loan modification under NMS agreement XXXX XXXX XXXX XXXX XXXX closed down in XXXX. By XXXX, Six years after acceleration no litigation no bankruptcy the Accounts all of them were removed " off from my credit '' and Accounts were Closed by XXXX - AND THOSE WERE XXXX BALANCE DUE. NO CREDIT TRANSFERRED. I HAVE PROOF OF THE CREDIT REPORT BEFORE FILING A BANKRUPTCY ON XX/XX/XXXXXXXX BY XXXX XXXX transferred to Shellpoint Mtg LLC and later turned to NEW REZ LLC - The IRS Form from XXXX had no outstanding balance due. NEW REZ LLC hires Attorneys to make up the law to AID and state that the lien and debt is owed and forced me to file Bankruptcy and presold by mock auction opened up " Escrow '' on XX/XX/XXXX by a well known " investor '' buyer. And Shellpoint is making up FALSE DEBT that is not owed. More than FIFTEEN YEARS since the last due date recorded indebtedness XX/XX/XXXX. No Litigation ever but for short total of 1.3 Months of Bankrutpcy after the debt was no longer enforceable. NEW REZ LLC hires out of state attorney 's to make false debt claims. My Identity has been the link to create their fake debt claim and I have called the FBI/FTC and will update to the IRS and OIG of the Social Security XXXX They are now claiming a new Sale Date of XX/XX/XXXX and have caused me to file ruin and destroyed my life and credit for a FAKE False Misleading phantom debt " False Lien '' Scam to take and steal my equity, my real property using FALSE DEBT using my Identity. I have recently uncovered the scam since being a victim of Title Theft and this opened up to show me that this is Identity Theft. The entire debt was CLOSED XXXX DUE since XXXX. NEW REZ LLC has made up false debt that is to take over XXXX XXXX with false statements of FAKE FALSE IRS FORMS now using my identity claiming I owe when no legal rights exist. There is no In Rem and No Rights this violates CA Marketable Record Title Act Civil Code 880.020-882.040 and no preservation of any interest recorded. More than Ten years, More than 15 years since last Due recorded ascertainable. I am harassed by fake debt by Attorney 's hired to AID in GRAND THEFT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for short sale on my home and submitted all the documents requested and recieved a letter stating that the file was complete but shell point continually and persistently keeps scheduling foreclosure sales on my home even after sending a letter stating that the file was complete, i know that the California Home Owners bill of rights has laws and guidelines in place protect homeowners from these violations, one thing is being said in writing and another thing being done in fact i recieved a email on XX/XX/23 stating once again all the document were in, I should not have to live under constant stress by the servicing company while I`m trying to sale my home sending foreclosure notices to my home i expect my rights to be protected under the law, and not deal with this harrassment
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92883
Submitted Via: Web
Date Sent: 2023-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred from XXXX to NewRez and the process has been TERRIBLE. They told me my autopay would transfer over and it did not, costing me late fees. Now I can not set up auto pay because my loan shows past due. I called newrez to set up the auto pay and they hung up on me. It took ELEVEN calls to them to get someone to talk to. Most of the time I call the phone number from their website and the line is SILENT. Now I have to jump through HOOPS just to get my loan back to what it was and when I call no one cares. Not allowing me to set up autopay is not fair. Saying my payment will transfer over and then charging me late fees is not fair.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98042
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am contacting the CFPB for help in dealing with my mortgage servicing company, Shellpoint Mortgage Servicing. Prior to XX/XX/XXXX, XXXX XXXX XXXX had been servicing my mortgage. XXXX had my loan on a forbearance from XX/XX/XXXX through XX/XX/XXXX. I extended the forbearance another three months because although I was able to make payments, I was not working nearly as much during those months and anticipated being short. I was told I could make payments even though the loan was on a forbearance so I made the following payments while continually extending the forbearance dates : XXXX Paid {$2500.00} due for XX/XX/XXXX XXXX Paid {$2500.00} due for XX/XX/XXXX XXXX Paid {$2500.00} due for XX/XX/XXXX XXXX Paid {$2500.00} due for XX/XX/XXXX XXXX days XXXX Paid {$2500.00} due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX Paid XXXX due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX days XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX days XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX days XXXX Paid XXXX due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX Paid XXXX due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX Paid {$2600.00} due for XX/XX/XXXX XXXX had assured me the past due payments would be deferred but then the loan transferred from XXXX to Shellpoint XX/XX/XXXX . Shellpoint insisted they needed a full package which resulted in denials for insufficient income. I explained I simply wanted to defer the past due payments and keep my 2.5 % rate because of course, any modification would increase my rate substantially. I only wanted to defer the past due payments and continue to pay my regular payment. I pointed out that not only did Shellpoint deny my loan for retention options but they stopped taking my payments and quickly referred the loan to foreclosure XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11550
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage has changed hands several times over the duration of the 23 years I have been paying. The original amount financed was {$84000.00} at an rate of 7.5 percent. I just made payment number 283. According to a 30-year loan amortization schedule, normally the loan balance should be {$36000.00}. In my case as was stated by the mortgage institution the outstanding balance is in excess of {$40000.00}. Of course anyone can see what the problem is here.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home loan was sold to Shellpoint Mortgage in XX/XX/2023. I received a welcome packet mid XXXX informing me my first payment had been due on XX/XX/XXXX. I was already upset that the payment was past due. I immediately called and was told by a customer service representative that due to the transfer there was a grace period. I explained to her that I wanted it to be set up on a biweekly payment plan like I had been previously with my other company. She said that would not be a problem and that I would have to pay a one time full payment online first. I paid a full month payment at that time. I then did not have any option to set up a biweekly payment. I called a second time and spoke to another customer service representative that told me she would send me the information to get that set up. I found the entire process very difficult as I had to download a particular app to be able to access the file. Upon accessing the file, I found a paper application to another company called New Rez. I thought I had been given the wrong information and contacted ShellPoint for a third time. I found out that this was in fact the same company and I filled out the paperwork under the impression that I could get this payment plan started right away. There was no fax number or email and I had been given no additional information on how to send this application in. So, I called yet again and was told that I could only start the biweekly plan by mail. I sent the application in and apparently had to wait for them to receive the paperwork and start the process. In XXXX I had two biweekly payments taken out of my bank account in the correct amount. I thought I had everything squared away. My first biweekly payment in XXXX I got notice ahead of time and the amount had significantly increased. The increase would accumulate to {$600.00} a month. I immediately called a customer service representative and said this is not correct and significantly more than my mortgage payment should be. After some time she came to the conclusion that a recent escrow analysis had been done incorrectly and Shellpoint was charging me to pay my homeowners insurance to a company that I do not even use! I pay my own homeowners insurance monthly to XXXX XXXX. Shellpoint had in their records that they were going to be paying XXXX and taking a total of {$3000.00} extra dollars from me over the year. The customer service representative told me that she would be sending in a request for a new escrow analysis and it would take three weeks. She herself recommended that in the meantime she would suspend my payment schedule since it was incorrect. She told me that I would be able to call in and make the correct payment over the phone. The following week I received a phone call saying that my payment was past due that I would be assessed a late fee as of today for {$56.00} and if I did not pay by the end of the month I would be turned in to the credit bureau. I explained to the man that I had just spoken to someone on Friday and could he not review the notes? I told him that I would be more than willing to pay the correct amount but, I would not overpay for insurance that I dont need. He would not except the correct amount and kept reiterating that I would be issued a late fee come today. I have had three months of consistent problems and close to 10 phone calls with this company showing no resolution in sight. I am at a loss because I am not going to pay hundreds of dollars more than I owe but, I also do not want to be delinquent in my loan and have this affect my credit score. I am not sure what else I can do at this point and I continually get the runaround with every phone call I make to Shellpoint. It is insane to me that an error on their part regarding my insurance is going to cost me late charges and credit problems when I am more than willing to pay my mortgage. They refuse to accept the correct amount after acknowledging to me less than a week ago that this was their own companys error. It is unacceptable.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OH
Zip: 43130
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint needs to go back and credit to me the insurance that they charged me for that was forced place on my loan I have included the policies 1 ) The HOA had polices on the Townhouse going back to XXXX and I have had insurance on the inside with XXXX XXXX XXXX XXXX XXXX and even before with another company that I will recover the data from, that the property at XXXX XXXX XXXX was also covered under too 2 ) there is more I paid the property taxes too and I am getting the canceled checks from my bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A