Date Received: 2023-02-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have a mortgage with shellpoint/new rez mortgage company. I have not missed any payments or was late on any payments until XX/XX/XXXX. In XX/XX/XXXX I had a significant reduction of income directly related to the pandemic. Under the Cares act I deferred my mortgage. For some time I had this reduction of income. I extended the deferral as long as I could. I started making a payment in XX/XX/XXXX as advised from the mortgage company. I had much phone communication to decide on how much and when to pay. I then started to make reduced payments as a trial when my deferral was finished I consistently made those payments starting in XX/XX/XXXX as agreed I made all payments every month consistently since that time. I was then asked if I would like to do a refinance of my mortgage to reduce payments. I agreed. Before finalizing the refinance. I realized the refinance had my mortgage change from a 20 year mortgage into a 40 year mortgage. I only had 12 more years before payoff. I decided not to do this. They gave me an option to defer I agreed with the deferral. I also made back payments to get my escrow up to date. I was told on phone communication when all of the deferral was finalized my credit would show no lateness. In XX/XX/XXXX after the deferral was complete, I asked my case worker if my credit would be corrected. She said " is there a problem with your credit? '' She also said that no reporting was done during the deferral process. I sent her a copy showing the reporting of late payments. She did not reply to me after that. This was in XXXX of XXXX that the deferral process started. After that time I called the phone rep told me I could not talk to anyone on phone about a credit problem and to use the website. I did file a email through their website I never heard anything back from them. Under the cares act this is illegal. Not only does it show that my account was late over 120 days it shows inaccurate payment dates. I would like this negative reporting to be removed and corrected as soon as possible it is causing my credit score to be low.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Release of Deed of Trust recorded XX/XX/XXXX. Certified mail sent to Shellpoint Mortgaging on XX/XX/XXXX. There is no contract with this corporation. No acknowledgment was received. Silence is acquiescence. No loan was ever provided and does not exist. Affidavit of Truth and Facts sent to Lawyer for NEWREZ LLC DBA SHELLPOINT MORTGAGING SERVICES XX/XX/XXXX via certified mail. Follow up email on XX/XX/XXXX. 2nd party Affidavit of Truth also sent to Lawyer for NEWREZ LLC DBA SHELLPOINT MORTGAGING SERVICES XX/XX/XXXX via certified mail. Follow up email on XX/XX/XXXX. Lawyer for Shellpoint Mortgaging violates consumer rights by filing a XXXX before the XX/XX/XXXX response date and was filed against fictitious names that are Trademarked and not on the Quit Claim Deed or original Deed of Trust. Wet signature Quit Claim deed shows human beings lower case names are the property owners. American State Nationals per Dept of State have clear standing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80132
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had our originally mortgage with XXXX XXXX and it was sold in XX/XX/2022 to Shell Point, during XXXX we were able to pause payments on the mortgage, then our son passed which caused a MAJOR loss of income as my husband was his XXXX XXXX XXXX XXXX XXXX to do so, and when he passed we lost that income. However, now those missed payments are in something called forbearance. My husband now has a job and we are able to resume our mortgage payments and want to do so, However, Shell Point will not TAKE A MORTAGE payment, until the forbearance is paid, and we are not able to pay the XXXX in full, but can also make payments on that can have expressed that we want to work a way to do that. They said NO, they only option is a modification, ok, but we have gotten nothing but issues. Everything they ask for we send, then, they come back and say it wrong, but its not, and won't help with what they are asking for. Yet they mortgage goes more and more in default, and all we want to do is resume payments, but can't. And I am afraid that they just want to force a foreclosure, please please please help. Our son died here, we need to stay in our home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08822
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Shellpoint has reported my account 30 days late I made my payment on the XXXX of this month my account is not past due at all
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Last payment received on XX/XX/2023 but they reported it as currently delinquent as on XX/XX/2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I WAS CHARGED {$1000.00} FOR A TAX AMOUNT AND PENALTY BY MY COUNTY ASSESSOR. {$540.00} WAS FOR THE PENALTY. {$490.00} WAS FOR THE TAX BILL. i ENDED UP PAYING FORTHE ENTIRE AMOUNT. i CONSTANTLY WAS IN TOUCH WITH THE COMPANY THROUGHOUT THE PROCESS REGRARDING WHAT WAS REALLY OWED. FIRST OF ALL THE ASSESSORT SENT IN THE WRONG AMOUNT TO BE PAID, WHICH THEY PROMPTLY DID. FROM THEN ON I CONSTANTLY URGED THE COMPANY TO PAY THE CORRECT AMOUNT. THEY DIDN'T. HENCE I WAS CHARGED THE PENALTY. THIS SHOULD BY PAID BY THE COMPANY AND NOT ESCROW. THE REST SHOULD BE PAID OUT OF THE ESCROW ACCOOUNT. THE COMPANY ALSO BEGAN CHARGNG MED {$100.00} MORE FOR MY MORTGAGE I HAVE NOT BEEN ABLE TO ACCESS MY RECORDS. THE COMPANY SAID THEY WOULD CALL IT, BUT IT NEVER HAPPENED. i AM VERY UPSET ABOUT THESE EVENTS. AND DISAPPOINTED IN THE COMPANY.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 159XX
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XX/XX/XXXX my flood insurance policy expired and I did not get notifications/ or saw the notification from NewRez until the end of XX/XX/XXXX, letter was dated XX/XX/XXXX so NewRez , my mortgage company placed forced flood insurance for {$310.00} per month, which is 3x the amount. And the policy that was not paid was only {$570.00} for the year. I found out through the agent XXXX XXXX XXXX XXXX XXXX that it had expired, and the bill was sent to XXXX XXXX XXXX, which is a place I refinanced back in XX/XX/XXXX. I never received anything from XXXX XXXX XXXX Next step I contacted bankers American insurance and they basically told me they cant go back and reinstate the policy that I need to contact my agent to rewrite the policy. I then contact the new Rez where there was documentation that back in XX/XX/XXXX an agent was contacted at XXXX XXXX XXXX XXXX, asking for them to send over the bill so it could be paid and that XXXX never got to them. My main concern here is that I dont feel like I should have to pay the extra in my escrow for the shortage due to the fact that a lot of people drop the ball and they didnt get paid and they place the forced insurance that is 3x times the amount my original policy instead of something more comparable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33071
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My husband and I purchased a home in 2019, he passed away, I was making pmts on time. I contracted XXXX late XXXX of XXXX and went on Forebarence plan. After I was ready to resume pmts was told loan was sold to Shellpoint mtg. I called to ask them if I can resume pmts, they said no, my file was not ready yet so hold off. then after a lot of calls, they told me I need to apply for a " assumption modification '' and 5 months later still not in underwriting, Im in forcloseure.
Company Response: Company disputes the facts presented in the complaint
State: AZ
Zip: 85308
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter dated XX/XX/XXXX that stated I would be receiving a surplus check, a photocopy of said check was included in with the letter for the amount of {$1100.00}. The letter stated it would take a few weeks after receiving the letter to receive the check. I waited, but we never received said check. I called XX/XX/XXXX inquiring and was informed that they never sent the check and they don't know what happened, but they'll request to resend the check. I never received a check so I decided to call back, I called back and was informed that the request was cancelled and they don't know what happened to the funds. The request was then escalated to investigate where the funds are. I was told that it seems the funds moved around from a lot of different departments and they needed to pin point exactly where they were. I hadn't heard back so I called back again on on XX/XX/XXXX and was then again told they'd escalate the request and scheduled for me to receive a call back on XX/XX/XXXX, however I did not receive a call. I called again on XX/XX/XXXX and was informed that they were still tracking where the funds were located and that there was someone in specific looking into it, but that person could not talk to me and was unavailable, but they would escalate it to their supervisor, this time they said they didn't want to say they'd call me back because of the history of no one calling me back and that I should call back to follow up. I called back on XX/XX/XXXX and they still don't know where they funds are at and in speaking with the representative it seems as though she had to put in a whole new request to investigate the matter, but she escalated it to the supervisor. There is no reason it should take this long to find out where my money is being held if there is a designated escrow department who is suppose have account of all funds received. I am frustrated and disappointed in this company who seems to have no sense of urgency in the matter. Thus, through this entire time I've continually paid my mortgage on time, had I not paid my mortgage I'm sure I would have received dozens of calls regards such. I just want to know where my money is and why are my funds being mishandled.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89014
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: RE ; XXXX XXXX XXXX VETERAN with a VA home Loan We are struggling to make our mortgage payments because Newrez has our monthly payment to include an escrow for property tax that we do not owe ... ... .as a XXXX XXXX XXXX veteran we are exempt from paying property tax, yet Newrez will NOT recognize our XXXX XXXX Appraisal District Exemption Status Letter. Our Home mortgage is with Shellpoint doing business as Newrez. We are continue trying to get Newrez to remove the tax portion of our escrow from our mortgage payment. This would save us hundreds of dollars each month. As a XXXX XXXX XXXX Veteran with a VA loan this seems as if Newrez is discriminating against XXXX. I have sent the XXXX XXXX XXXX District Exemption Status Letter showing we have the XXXX XXXX and Vet XXXX Total Exemptions multiple times. I have gone through every channel, followed every direction asked of me, answered every question and still all we get are excuses or reasons why our request for an escrow analysis is delayed or denied...... yes, our most recent ( XX/XX/XXXX ) request for an escrow analysis was denied because it was " not Texas mortgage 's turn for escrow analysis! '' An escrow analysis was run in XX/XX/XXXX it came back indicating we still owed school taxes even though I have sent in XXXX 's Exemption Status Letter multiple times and the agents form Newrez say they can see that it is in our file. The XX/XX/XXXX payment amount/coupon did not reflect that escrow analysis was done and neither did the XX/XX/XXXX payment amount/coupon So I sent the XX/XX/XXXX payment by Cashier check a separate check for interest, principal, XXXX what we calculated as the correct escrow amount for ( insurance only ). Each cashier 's check included in the memo section our account number, what the check amount should be used to cover as the XXXX payment. These cashier checks were cashed and the monies were left in an undetermined account ( I can see that these funds are NOT applied to the XXXX mortgage payment according to our Newrez Dashboard ). We have been asking for a correct payment since XX/XX/XXXX here we are XX/XX/XXXX XXXX we are still waiting. I was aware that XXXX XXXX might be a little slow at getting our exemption status list on line, so I waited to have the Exemption Status Letter from XXXX XXXX in hand ( dated XXXX ) to start the process with Newrez trying to avoid this type of situation. I have asked for the escrow analysis every month starting in XX/XX/XXXX, asked and been told our escrow concerns will be " escalated '' one agent even said she put in a formal complaint for us, yet there is still no resolution five months later. The customer service from all departments has been very poor, I have been transferred from one department ( escrow, taxes, and customer service departments ) with no resolutions. Crazy as it sounds, our XXXX payment amount is now HIGHER than our original payment amount. It feels like Newrez is discriminating against my husband and it hurts me to my core. XXXX was an XXXX soldier with accolades and no reprimands on his military record ( he has an XXXX XXXX DD214 ). He went to war several times and now trying to get Newrez to correct our escrow, adjust our payment and refund our surplus in our escrow account has become a war of attrition, I will not stop fighting for a correct mortgage amount that reflects XXXXXXXX XXXX earned Exemption Status as a Vet XXXX Exemption as awarded to him from our great state of Texas through XXXX XXXX. I have been handling the whole process because XXXX 's XXXX would have us homeless by now ... .this is no joke ( it has gotten increasingly worse due to the stresses of Newrez not recognizing his XXXX XXXX Veteran XXXX!! His XXXX has taken control over him and changed our marriage relations as well as his ability to think clearly. I don't think Newrez is deserving of our business and we would refinance with another mortgage company if we could be assured we would have the same or better interest rate and not have to pay all the fees associated with refinancing our mortgage. We are completely dissatisfied and disappointed with Newrez as our mortgage company. We are beyond furious with the lack of customer service and attention to our mortgage by Newrez. We feel as if Newrez is being very prejudice against XXXX as a XXXX veteran. The financial hardship this has caused us has effected our home life, our savings, and our assets ( we were forced to sell our only vehicle that had no payments, we borrowed money multiple times form family and have had no choice but to try to lower our expenses and not doing routine maintenance to our vehicles and property. My husband XXXX is the veteran this situation has had grave effects on his mental health ( his XXXX has worsened and his XXXX has increased ). As for me I have increased XXXX and loss of sleep trying to figure out how we can manage our finances and remain in our only home all while trying to keep my husband safe and our marriage together. My husband is a proud Veteran as XXXX Solider he was trained to not ask for assistance but to deal with that is handed to you ... ... .He is NOT in the Military anymore but will always be a soldier. Texas offers this Tax exemption as a way to honor our Veterans... ..but Newrez continues to deny him this honor. We feel Newrez is discriminating against my husband as a XXXX XXXX XXXX Veteran. XXXX XXXX XXXX does NOT deserve this, we all should honor our Military soldiers as heroes! Please help us before we loose our home and our finances are ruined. Any assistance and support you can offer would be greatly appreciated. Thank you,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77345
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A