Date Received: 2021-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The servicer on my loan was transferred twice between XXXX and XX/XX/XXXX. Before any transfer took place, my loan was through XXXX/XXXX and the type was conventional without PMI. The modification is on file for taking place in XX/XX/XXXX. This information also corresponds with my documents, the FHA database, and my credit report. Though I made this immediately clear to Shellpoint/NewRez and the investor known as " XXXX XXXX XXXX XXXX XXXX '', they have refused to acknowledge and correct their/the error. Instead they're rude, judgemental, with condensending behavior that act as if companies can not make errors. I've sent all documents including an email directly from the loan Originator stating the way the loan was sold. I've called, emailed, faxed the information twice but they have refused to make any corrections or even reach out. I have about 50 % equity in the home and a conventional loan and wish to not have an Escrow account. My payment was adjusted by them including a XXXX escrow payment for this month ; making payment over XXXX for a 30 year with only XXXX in principal. I immediately need the company to identify the error, correct the error, remove dangerous escrow account, correct payment amount and refund my money ; therefore allowing safe funds in a interest gaining account.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 77327
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have been trying to work out a forbearance agreement with my lender, Shellpoint Mortgage servicing since XX/XX/XXXX due to Covid 19related job loss and financial hardships directly due to Covid 19. The lender has stalled during the whole process with requests for documentation, and denials for assistance for over a 15 month period. They have finally agreed to a loan modification with extremely higher rate and terms and have reported my loan late several times over from XXXX to XXXX. I have requested verification from dispute thru credit agencies and not resolved. I have contacted lender direct and they have updated credit report showing loan is even later than 180 days on 5 occasions! I would like to file a complaint formally with a state agency or get this resolved so i can get a new loan and refinance this lender out! Please help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92506
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I have a mortgage that is serviced by Shellpoint/New Res. In XXXX of 2020 I got buried with major home repairs and some minor medical bills and got behind on my mortgage. I was able to bring everything current and on time by XXXX of 2020 and have been perfect since. My XXXX credit report says " XX/XX/2020 Foreclosure Started '' but uses no language to indicate that the process was terminated or otherwise stopped when the mortgage was brought current. I am selling the house and the buyers mortgage company is concerned that there is a looming legal process clouding the deed and title, and I am unable to secure a mortgage to buy my next home because of the failure or refusal to adjust the XXXX credit file. The payment schedule clearly shows the months when the payment was late, the written statement about foreclosure procedure starting is in addition to that schedule. They should add language " foreclosure proceedings aborted or ended '' or remove the the written language about it starting. It is a problem and it is costly to both me and the buyer of my home. I may lose this sale.
Company Response: Company believes the complaint is the result of a misunderstanding
State: MD
Zip: 21157
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid off my loan with Newrez on XX/XX/XXXX. However this company did not credit the payoff amount to my account. I continue to receive monthly bills for XXXX and XX/XX/XXXX. When I called company, I was advised to pay the bills until the problem was resolved. Therefore I paid {$890.00} for XXXX and same amount for XX/XX/XXXX. After I called and email Newrez several times, I received an email on XX/XX/XXXX said they closed the loan. On XX/XX/XXXX I received a refund check of {$1700.00}. Since I paid off the loan on XX/XX/XXXX, I should have at least receive {$1700.00} ( XXXX ) as a refund plus the interest they owe me for holding up my money. The whole process has wasted a lot of my time and I have to come up extra money to pay the loan. This company has never apologized for their mistake at the first place then try to short change me for the refund.
Company Response: Company believes complaint is the result of an isolated error
State: AL
Zip: 36801
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 my annual mortgage escrow review was completed and mailed. I received the escrow review in the mail on Monday, XX/XX/XXXX. Upon review, the escrow review showed that I owed in excess of {$23000.00} for flood insurance. This review included flood insurance on my condo which is covered by my buildings HOA. It is not an escrowing account. Upon seeing this error I contacted my mortgage servicer, NewRez. On XX/XX/XXXX, on the phone with NewRez, I was brought into a conference call with two agents, one from the insurance department and one from the billing department. Both stated that it was a clear error on the escrow review and that the review would be corrected. They instructed me to call back to check on the status later in the week and that the review would be corrected, at the latest, by Monday, XX/XX/XXXX. As instructed, I contacted NewRez on Thursday, XX/XX/XXXX. An agent told me that she saw that it was on a workers docket and was on track to be completed by Monday, XX/XX/XXXX. On Monday, XX/XX/XXXX I called NewRez after my online account was not updated. I spoke with one agent who hung up on me. I then called back and spoke with another agent who informed me that all of the previous agents were misinformed and it would take up to a month to get a escrow review corrected. I stated that a payment was due on XX/XX/XXXX and she stated that hopefully it would be done by then. She then stated that there was nothing that she could do and when I asked to speak with a supervisor she said none were available. She then told me to file a dispute and formal complaint with NewRez and walked me through the steps in doing so. She said if I did this, a supervisor would be in touch the next day. On Tuesday, XX/XX/XXXX I have yet to hear from NewRez and no changes have been made to my account. It is both disheartening and disenfranchising that a simple correction has taken so long and I can not get in touch with any supervisor from NewRez.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33062
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This is my 3rd complain for same issue since last 5 months. The issue is going on with 9 Months and evetime new Rez say they never reported it and every time credit beuros says its new Rez who has reported it. I am attaching screenshots from previous complain where i stated new rez lied in CFPB platform and saved their company and ruined my credit profile and haraased me for 9 months. I need a final help from Govt body and truth and who ever has done is should be accountable this time. I filed a dispute today XX/XX/XXXX as their report says late payment reported by new Rez with XXXX with dispute number XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to Shellpoint Servicing starting on XX/XX/2021. My Loan Number is XXXX First Problem : On XX/XX/XXXX they conducted a Escrow Analysis and there was a surplus of {$1400.00}. That amount was deducted from my escrow account on XX/XX/2021. The escrow analysis statement indicating the that there was a surplus is dated XX/XX/2021. I was told by two representatives that the check was mailed out same day. I don't believe that to be true as it is unlikely they would mail a check the same day as the escrow analysis. Today is XX/XX/2021 and as of yet I have not received the surplus check. Tomorrow is 29 days since the account was analyzed and the surplus amount was deducted from account. Included is the monthly statement. Problem Number 2 : As of yet this account is not being reported to the credit bureaus. We are 70 days into this. I see this is an ongoing issue with Shellpoint. Problem number 3 : Shellpoint seems to be slow at things that benefit the consumer aleast they are very fast at things that benefit them. Within 30 days of being transferred I received a letter stating they did not have the HOA required insurance for the common area and they would be force placing the insurance the HOA is required to have. This would mean I am buying insurance for my neighbors house as well as the common area. I have since submitted the required documentation and we are all squared away but how is this practice legal especially in California?
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 93065
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage Company, NewRez, has accepted payments for last two months, applied them to principal as extra payments, charged late fees, because the amount of my payment rose {$80.00} per month ( for escrow - tax increase ). I have always paid mortgage on time, no prior disputes. They refuse to provide documentation stating when they will apply the balance to my mortgage, refuse to reverse late fees, and still demanding I pay {$160.00} prior to showing my account as current. There was no supervisor to speak to. I am scared to make any further payments to this institution without something in writing, explaining their steps to remedy the situation.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: They stole my money after I paid them. I paid them {$1400.00}. Payment was due XX/XX/XXXX, paid later because there was an issue with my bank, they called me and said today was the last day to pay. I paid, they said they never got it & needed to do an investigation. I asked about the next 2 months payments, because I knew I paid. And wanted to continue my payments, about 3 months later after I given them proof of payment, they used my money towards something else which was a scam. Then they tried again, then they told me I paid 2x, I said from the beginining to check their account where the money goes they will see that they up by {$1400.00}. They never did it, so that was a tell ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have had an approved Forbearance from XX/XX/XXXX to XX/XX/XXXX. I was promised that when my Hardship ended my current lender would take the balance owed from my approved forbearance and I would start paying my Mortgage with whatever the new payment would be for 30 years at my current rate of 3.875 %. I followed all the steps that I was supposed to from my lender and now I'm ready to start paying my Mortgage and they refused to follow their own agreement. All I want is to start paying my Mortgage someone please help me take my home back. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22152
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A