Date Received: 2023-02-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: For many years I have been trying to modify my original loan ( XXXX ), with a myriad of servicers. I am currently with Shellpoint Mortgage Services. My goal has always been to avoid foreclosure AND to pay the original loan amount. However, the loan has been in default for so long and was originally a no-doc interest only loan. Now the loan, which was originally $ XXXX is now at $ XXXX. Through the help of an attorney, I was finally able to get approved for a trial modification. Except, the amount of the payment is unaffordable and unreasonable. It is nearly {$7500.00} per month. The rep at Shellpoint gave me more details - that the maturity date is per the original, XXXX. And it is adjustable - raising interest points each year. Also that it is based on the original loan amount and the past due payments ( which would have only been interest anyway based on the loan type ). I spoke to the Illinois Attorney General Homeowner Help Line and they feel this is not a modification due to the 13 year maturity date. It should be modified to a 30 year loan. This might explain the high payment, but they sent me no back up figures - only a verbal conversation with the XXXX She basically said " you can afford it ''. Although I had a good sales year last year ( XXXX ) my average income is $ XXXX. They are basing this on XXXX year of income and a 13 year term. She also told me I could just refinance the loan with another lender - but the house is only worth XXXX - who would give me a XXXX mortgage for a XXXX house????
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60004
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: My mortgage company offered Covid assistance payment deferment ; however, once the deferment payment period ended I was allowed to set-up a payment plan to pay back payments. I completed the payment plan as scheduled-but my credit was reported late while on the payment plan ( docking my credit XXXX points ). For people struggling with payment the assistance was greatly needed, but at the detriment of someone in need credit is unfair, at the very least ( especially without notifying consumers that this would happen by using the assistance program )! I think that an assistance program should help and not hurt-especially when consumer does everything asked.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30315
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had an existing loan with NewRez shellpoint. I refinanced the loan in XXXX of XXXX with the same lender to satisfy my divorce settlement. I pay my property insurance via mortgage payment. On XX/XX/XXXX of XXXX I called my Insurance provider to report a snow related incident and was told that Newrez stopped my insurance XXXX of XXXX. This was a surprise to me as I even received emails from Newrez saying that they were paying my insurance. They acknowledged their error and assigned me a lender placed insurance. Before the adjuster arrived, I had a partial collapse of an outbuilding of which they gave me a separate claim #. At this time, they are denying the claim saying they dont cover outbuildings ( The policy I had did cover outbuildings ). I have spent hours on the phone with them. They just keep bouncing me around and accidentally hanging up on me. I absolutely had no reason to believe I was uninsured. My loan requires me to have insurance. I was without insurance for a year and a half. They led me to believe I was insured. I payed to be insured.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 988XX
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez bought my loan starting on XX/XX/XXXX. My first payment to them was due on XX/XX/XXXX. I summitted my payment on XX/XX/XXXX via their mobile app. The company rejected my payment for no apparent reason as the bank account had the funds available. The bank was never charged for the amount. NewRez then added a {$20.00} NSF fee to my account. I reentered my payment on XX/XX/XXXX to be drawn from the same bank account. The payment processed without issue. I contacted NewRez to remove the NSF fee because there was no reason the first payment should have been rejected. NewRez did not remove the fee. I payed the fee on XX/XX/XXXX to avoid it going to collections. I looked up online and found a few other complaints of NewRez rejecting payments made on the App for no reason. I think my first payment was rejected due to an issue on their app and I am not responsible for it. It is possible I entered in the wrong bank info. If I by mistake entered the wrong info I should have been made aware that the bank account was not valid and not charged a NSF fee as well. The bank account this payment was from shows a record of a XXXX transfer from my other bank on XX/XX/XXXX of around {$1400.00}. It shows other bills be drawn this account in in the days that followed. I can prove the account had the required payment in it on the date the first payment should have been applied if needed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48185
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ref : NewRez LLC also XXXX Shellpoint Mortgage Services- XXXX XXXX XXXX NewRez Account # XXXX - XX/XX/2022 Notification of non-payment from NewRez LLC when in fact my payment was credited to another account. - XXXX XXXX Accounting Check # XXXX presented for payment on XXXX. - Payment Credited to NewRez Account # XXXX This was actually discovered through my own investigative process. - Have had multiple conversations and email communications. No resolution or acknowledgement of receiving then crediting the incorrect account. - Our on-line payment account is a complete disorganized mess - Our account indicates multiple late payment charges. Please assist as appropriate. Respectfully, XXXX XXXX, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85209
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX I am complaining about my mortgage not showing on my husbands and my credit report with XXXX credit agency. Our original mortgage was with XXXX XXXX XXXX. The mortgage was transferred to Newrez LLC dba Shellpoint Mortgage Servicing on XXXX XXXX XXXX I emailed and called Newrez on XXXX regarding, the mortgage not showing up on our credit report and was told the mortgage is being reported to the credit agencies. I was told by the representative that Ill need to contact the credit agencies to find out why the mortgage is not listed on our report. I called XXXX on XX/XX/XXXX at XXXXXXXX XXXX using the number, XXXX regarding this issue. I spoke to XXXX in the Customer Service department. He transferred me to XXXX in the Dispute department. XXXX stated, the membership department should be able to update my file and he transferred me to XXXX in the membership department. XXXX stated that my mortgage will not show up on my credit report. I asked to speak to a manager. I spoke to XXXX and he stated that he can not make any updates to my credit report, only the dispute department can do that. I told him I talked to the dispute department and was told the membership department can only make the change. I decided to make a complaint, because I have tried to get this resolved since XX/XX/XXXX. Our credit file does not show we have a mortgage listed on it and my husband and I pay our mortgage on time every month and we deserve to get credit for it. I look forward to your response to my compliant. You can contact me via phone XXXX or email address : XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: XXXX XXXX is not a mortgage service company. They hold themselves out as XXXX but in reality, they answer the phone and upfront tell you they are a debt collection agency attempting to collect on a debt. They read you a disclosure on a tape-recorded message before they will speak to you as any debt collector or debt collection agency does. Under the CARES ACT set up by Congress a Federal law was enacted CFPB set forth that companies like XXXX and others could not collect LUMP SUM PAYMENTS for Forbearance payments when the forbearance period ended, in my case, it was XXXX months long. XXXX, claims I am XXXX months behind in my payments and is trying to force me to pay {$100.00}, XXXX, XXXX to bring my account current when in reality they have added {$52000.00} worth of payments to my account, which they know is wrong. I spoke to XXXX XXXX this AM XX/XX/23 about XXXX XXXX and he refused to discuss the matter with me. I have emailed XXXX also, so they are fully aware of the situation, that I have made them aware of. Yet they are moving ahead with my foreclosure sale. I asked for a copy of my modification that Shellpoint granted and then XXXX turned it down, and it has yet to come to me. XXXX XXXX again said that the papers were sent via email to me yesterday to the email address I gave them XXXX. They still have not arrived after XXXX hrs. I have been informed by CFPB that the modification that Shellpoint gave me, that XXXX must honor, just like XXXX must honor the Cares Act, does not allow them to dump {$52.00}, XXXX in the loan amount along with insurance and fees on top of me and then move to foreclose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: XXXX XXXX XXXX under the direction of Shellpoint create and use fraudulent documents in court. Same documents are also filed into various county land records. This company is not compliant with Foreclosure Laws. Shellpoint claims to have no knowledge of the loan being in loss mitigation. I have a letter from Ditech acknowledging receipt dated XX/XX/XXXX. If my file was acquired legally by Shellpoint they would have this information from Ditech. Shellpoint claims to have never received my loss mitigation application or even having knowledge of it. However, it was mailed certified, and signed for on XX/XX/XXXX. XX/XX/XXXX Shellpoint claims to have servicing rights. Did Shellpoint legally acquire servicing rights to my mortgage? They claim ownership of the loan using a fraudulent mortgage assignment. If Shellpoint is a Debt Collector who is the Creditor? The response letter they sent to me states that Shellpoint is servicing the loan on behalf of the owner. Who is the owner. Why are they being so vague. Is it because they have illegally acquired servicing rights from a Bankrupt company. No original Note. The note they attached to the file has brass tacks at the top. Shellpoint is servicing a loan they have no right to service. Can they provide a free and clear title when the loan is paid off? Or will they continue to create fraudulent documents, to cover up the fraud. There is an assignment of mortgage used by Shellpoint dated XX/XX/XXXX, signed by a robo-signer XXXX XXXX XXXX XXXX XXXX of XXXX. XXXX is actually an employee of XXXX XXXX XXXX. How is this not fraud? XXXX XXXX has no right to assign any mortgage. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, has posted numerous documents signed by this impersonator. I have attached : Letter from Ditech regarding loss mitigation Certified green card - dated XX/XX/XXXX Certification from Attorney certifying to have spoken to XXXX XXXX the document Execution Representative for Ditech - XX/XX/XXXX Mortgage Assignment signed by XXXX XXXX as Assistant Vice President of Greentree Mortgage XXXX - XX/XX/XXXX Assignment of Mortgage signed by XXXX XXXX as XXXX XXXX of Ditech XX/XX/XXXX Additional robo-signed documents by XXXX XXXX XXXX XXXX XXXX of XXXX XXXX XXXX and XXXX. Letters from Shellpoint admitting to using these fraudulent assignments as proof of ownership of servicing rights.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08016
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My Shellpoint Mortgage credit reporting has been altered since the loan was sold and closed. It is reporting near correct on XXXX and XXXX, but terribly altered on XXXX. The XXXX XXXX XXXX has the loan still be reported after the sale and transfer date of XX/XX/XXXX. The Shellpoint loan as also reported by XXXX has the start date as XX/XX/XXXX to its transfer date of XX/XX/XXXX. The loan is also not recording and reporting that each of the 17 months from XX/XX/XXXX to XX/XX/XXXX that there were 17 payments that were made on time and should be recorded to the credit bureaus. At present this incorrect reporting is hurting our credit score because the account is not showing that a payment was made for each of those 17 months. ( doubled entries should not be indicated ). The CFPB says that the information should be reported correctly and complete.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This is a continued problem with from my prior complaint with XXXX XXXX, today the XX/XX/XXXX XXXX says they are turning down the modification that Shellpoint sent them because XXXX page was not filled out, and are proceeding with the foreclosure. Shellpoint sent me the documents according to my files in XX/XX/XXXX and I returned and had them signed notarized as Shellpoint had requested me to do. There was only XXXX document that could not be signed that was the loan assumption because it had my Mom 's name on it, she is dead ( XX/XX/XXXX ) and Shellpoint knew this and yet continued to raise my Mom from the dead and then again rebury her and send things to the Estate of XXXX XXXX XXXX. I signed everything that I was sent and sent them back. So Shellpoint had lots of time to go through all the documents and see that everything was right before they sent them on to XXXX and sold the loan to XXXX sometime in XXXX, and Contact me. Now, comes XXXX to tell me that the XXXX missed XXXX page that he did not fill out and for that reason they are not going to honor the Shellpoint loan modification. I am waiting for these modification documents to be returned to me from XXXX, so that I can give them to my attorney. If XXXX has an issue it's not with me, they got a loan that the package should have been completed by Shellpoint, and checked off, bye Shellpoint not by me, I did not sell XXXX the loan Shellpoint did. XXXX 's argument should be with XXXX not with me, and my Modification should still be good I had no control over the documents after they are submitted to Shellpoint and sat with Shellpoint till XXXX bought the loan sometime in mid XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A