Date Received: 2023-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing the CFPB again regarding Shell Point Mortgage and their constant practice of falsely claiming that there is insufficient Flood insurance on my property and then placing their Lenders placed insurance on my account. When Shellpoint is contacted about these practices, Shellpoint continues to claim this is an error, but this is a pattern spanning several years. This is fraud! and the CFPB needs to put a stop to this. i have been vigilant in monitoring these practices by Shellpoint and its not an error its deliberate, its harrassment and its descrimination! and an attempt to defraud! customers.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I called Shellpoint Mortgage/New Rez to ask about assistance with my XXXX payment, the rep on the phone informed me that they could do a repayment plan, however, misrepresented the fact that I would be reported late on my account. I specifically confirmed with them that if I paid by the XXXX, my payment wouldn't be counted as late and the representative confirmed that it would not. However, when my credit was pulled to buy a new home in XXXX, XXXX and XXXX were marked late. I submitted a dispute to the credit bureaus, as well as directly with Shellpoint/New rez and nothing has been resolved. I have called Newrez/Shellpoint since XX/XX/XXXX and I am never able to speak to someone about my issue, they just redirect me to emails or links on their site. I have followed all of their guidance since XX/XX/XXXX to resolve this issue and the only thing I received was a letter on XX/XX/XXXX from them that did not address my issue, which was that their representative misrepresented information that resulted in my account being reported late to the credit bureaus. I have asked them kindly to please remove the two late payments as a cause of their employee, however I have not received any notice that they will. This has placed a huge burden on our current home search, as my XXXX XXXX dropped. I have asked Shellpoint/New Rez to review the call where their representative set up my auto pay and confirmed that it would not be late, however, they have failed to do so. I in fact made the payments on time for XXXX and XXXX, my account was set to autopay and it was confirmed with me that my payments would not be late. Had I known, I would have avoided this situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60051
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, Ive been trying to set up biweekly payments with Newrez LLC XXXX # XXXX. First I was told to mail in the document which I did in XXXX they clam they never received it and keep saying that they are having issues getting their mail. Then I submitted it online and they say they have not received it. I am worried because all of my loan informations was in the mailed in document including a voided check. Ive had to pay for increased security measures on my accounts and bank. Every customer service person I deal with gives me a different answer and refuse to help.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: PA
Zip: 15235
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I auto pay through my bank. The checks are sent on the XXXX XXXX XXXX of the month. NewRez mortgage doesn't cash my check ontime and I have had several late fees. I now send the check on the XXXX the month prior and the check usually clears by the XXXX. I believe this is intentional to charge late fees. My 2nd complaint is the escrow dropped my wind and hail. I found out it had lapsed so I added wind and hail insurance through XXXX. Now the mortgage company wants to charge me retro fees for the lapse, going backwards for the entire year.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 28412
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-05
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Made a dispute with XXXX on XX/XX/XXXX regarding an unapplied payment made for XX/XX/XXXX on XX/XX/XXXX against the advice of NEWREZ-SHELLPOINT XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX due to company doing an " accounting '' of my account. By law a lender must apply any payments received NEWREZ did not apply the payment which l received back a closing since l sold the property to get rid of NEWREZ due to the problems that l had with them since XX/XX/XXXX which they charged me lender insurance when l had homeowners insurance through XXXX XXXX for years before this company took over my loan which was sold to NEWREZ. l have made over 40 phone calls to NEWREZ asked for accounting of my account and XXXX " investigations ''. I have never received a call or any letters from NEWREZ. l am XXXX and am on additional medication for XXXX XXXX XXXX XXXX XXXX XXXX due to the months of stress. I made a payment and NEWREZ never applied it and XXXX is showing maximum delinquency which is incorrect. l did my part of making a payment the most the XXXX should show is 30 day late payment however there should be no delinquency since NEWREZ advised me not to make a payment. The property closed on XX/XX/XXXX and NEWREZ was paid off. All they did was lie to me they never contacted an accounting or any investigation of any kind, l was told they were cancelled right after l requested it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2023-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-05
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am a consumer and Newrez doing business as Shellpoint Mortgage Servicing stole my identity and created a fake account with my information. They do not have my permission to use my social security number to create any accounts on my behalf and I did not sign for their account either. They keep harassing and threatening me with phone calls and unsolicited mail which is illegal for a debt collector. My telephone is on the national do not call registry but they break the law and still call me. The are to remove this illegal account from all my credit files, cease and desist their illegal activities and be held accountable for their fraudulent acts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06450
Submitted Via: Web
Date Sent: 2023-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Two of my accounts in my credit report are reporting late payments, one is for my XXXX car during the Pandemic period and the other one is for the Mortgage of my house, the latter has been transferred from several banks and I have never failed to pay a single one month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33018
Submitted Via: Web
Date Sent: 2023-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Unknown charges has been applied to account other than the mortgage payment info. These charges are called " Outstanding Principal '' and " Deferred Balance ''. Doing some research I found that these balances are actual legal fees that I know nothing about or how I got them. It appears it occurred when the original loan provider sold the loan to " Shellpoint '' or doing some acquisition process. This fee is separate from the principal balance.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2023-03-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: My services Shellpoint mortgage is not reporting my monthly payments the southern district bankruptcy court does not do reaffirmations Shellpoint says I need an affirmation to report my payments to the credit agencys
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 124XX
Submitted Via: Web
Date Sent: 2023-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-05
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: For the second time, I have had to send the paperwork to Shellpoint to have me added to the loan. I was provided both times the paperwork from our family real estate attorney. I have to do work and spend time trying to get this done via phone call, via email to only never get a call in regards to this from supervisor or whomever is at the end of the loanservicing email. Now - after waiting 30 days, having to call multiple times to find out you're saying my LAWYER gave me the wrong papers, or just maybe you have them wrong. I don't. I want this loan to reflect my name and payment history. I want any and all loans reported correctly to all 3 credit bureaus. Also, as there has been money left over from all closings we've had, I am curious as to where my payments of 1/2 are. As I know legally they're issued to both owners- with an AND so therefore if my ex did anything improper, illegal- and you let him and executed this. Therefore- you both dud something illegal. I want my 1/2 of all monies to be sent via overnight delivery ASAP. I will be calling local authorities in regards to this complaint being sent today. I also requested how to have the deed corrected only to not be able to speak to anyone at all that knew how to do this - except of course for the only email they have, the good ol general loanservicing one that no one ever replies to. I have also sent my legal name change from XXXX to XXXX that was to be corrected on the loan and to be given my own pin as my ex wont give it to me. I have been waiting for weeks to get my " complaint call for a supervisor '' within 24-48hours to ever occur. In summary- I want my name, XXXX XXXX XXXX on the loan papers where I am listed first to be on the loan. Next, all loans to be reported to all 3 credit bureaus.I want 1/2 the monies owed me from all the closings that I never received my 1/2 of- which is to be done and is confirmed sent to both of us. I want legal ramifications on all of these issues both with my ex as well as Shellpoint. And finally, to get me into physical contact with someone from legal about correcting the title/deed. Otherwise, you can be informed at the next closing as a surprise- but I am trying to go about it the right way and advise you and have us do the paperwork together with my attorney at XXXX XXXX XXXX. I did try and attach the loan paperwork but the file was too large but I can send anytime requested.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2023-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A