|
8241848
|
2024-01-29
|
Improper use of your report
|
Credit reporting or other personal consumer reports
|
|
| Issue |
Improper use of your report
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Credit reporting or other personal consumer reports
|
| Sub Issue |
Reporting company used your report improperly
|
| Sub Product |
Credit reporting
|
| Date Received |
2024-01-29
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-01-29
|
| Complaint What Happened |
On XX/XX/XXXX a fraudulent 1099 was mailed to my home address by NewrezLLC.
This 1099 reports that nonemployee income was paid to me in the year XXXX. The issue is that I have never worked for Newrez LLC in any capacity.
I have no knowledge how Newrez obtained my personal information like address, social security number etc.
My personal information was stolen from me several years ago and it took me months to clear that issue up.
This false reporting of income to the IRS via this 1099 may once again cause me issues in the future.
I have tried several times to contact Newrez to get this fraud addressed and corrected but have not received any response from them.
The name and the number on the 1099 is XXXX XXXX, XXXX.
|
| Consumer Consent Provided |
Consent provided
|
|
|
11441907
|
2025-01-08
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Escrow, taxes, or insurance
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2025-01-08
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-08
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
I requested with newrez to have the servicing of escrow removed from account and newrez said after the review of my mortgage balance the request was denied because the XXXX is XXXX and I said how is that possible? I asked what value did newrez use to determine the value and newrez said XXXX. I said how could you use the purchase price and not the value of property in 2025. Newrez stated they use the purchase price because I would need an appraisal to determine current value. I havent heard from newrez since. All newrez does is give me the run around in customer service. My escrow is constantly short but newrez collects larger amounts constantly and it never balances. Newrez has not ordered an appraisal. Newrez has not requested from me to pay for an appraisal. Newrez has ignored XXXX request for the servicing of escrow to be removed.
|
| Consumer Consent Provided |
Consent provided
|
|
|
11691460
|
2025-01-23
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Payment process
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2025-01-23
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-23
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
|
|
11488668
|
2025-01-12
|
Incorrect information on your report
|
Credit reporting or other personal consumer reports
|
|
| Issue |
Incorrect information on your report
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Credit reporting or other personal consumer reports
|
| Sub Issue |
Account information incorrect
|
| Sub Product |
Credit reporting
|
| Date Received |
2025-01-12
|
| Submitted Via |
Web
|
| Company Response |
In progress
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-12
|
|
|
11476846
|
2025-01-11
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Escrow, taxes, or insurance
|
| Sub Product |
Home equity loan or line of credit (HELOC)
|
| Date Received |
2025-01-11
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-11
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
11527898
|
2025-01-14
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Fees charged
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2025-01-14
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-14
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
XX/XX/scrub>XXXX was notified of increase to escrow payment by Shellpoint Mortgage Servicing. XXXX contacted Shellpoint to request details on calculation of increase and basis. Shellpoint customer service direct explanation to payment statement that was provided via mail. XXXX received payment statement from Shellpoint with no description or analysis of escrow payment increase.
Im requesting recalculation of escrow. In addition, customer service explanation was that increase was due to insurance increase. However, I pay both flood and homeowner insurance directly. It appears Shellpoint is attempting to increase escrow payment due to a broad application of costs across portfolio of mortgages rather than individually evaluating. In attempting to correct, Shellpoint refuses to provide individual details in an attempt to delay or wear down my efforts.
|
| Consumer Consent Provided |
Consent provided
|
|
|
11566606
|
2025-01-16
|
Incorrect information on your report
|
Mortgage
|
|
| Issue |
Incorrect information on your report
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Account status incorrect
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2025-01-16
|
| Submitted Via |
Web
|
| Company Response |
In progress
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-16
|
|
|
11727323
|
2025-01-24
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Servicemember
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Escrow, taxes, or insurance
|
| Sub Product |
VA mortgage
|
| Date Received |
2025-01-24
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-24
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
|
|
11150056
|
2024-12-13
|
Struggling to pay mortgage
|
Mortgage
|
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Foreclosure
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-12-13
|
| Submitted Via |
Phone
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-12-13
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
N/A
|
|
|
11641171
|
2025-01-18
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue while managing or servicing your loan
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2025-01-18
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-20
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
10636239
|
2024-10-30
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Payment process
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-10-30
|
| Submitted Via |
Phone
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-11-15
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
N/A
|
|
|
11372334
|
2025-01-03
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Older American, Servicemember
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Payment process
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2025-01-03
|
| Submitted Via |
Phone
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-03
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
N/A
|
|
|
11467553
|
2025-01-10
|
Incorrect information on your report
|
Mortgage
|
|
| Tags |
Servicemember
|
| Issue |
Incorrect information on your report
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Account status incorrect
|
| Sub Product |
FHA mortgage
|
| Date Received |
2025-01-10
|
| Submitted Via |
Web
|
| Company Response |
In progress
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-10
|
|
|
11337929
|
2024-12-31
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue while managing or servicing your loan
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-12-31
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-12-31
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
11477209
|
2025-01-11
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Payment process
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2025-01-11
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-11
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Consumer Consent Provided |
Consent not provided
|
|
|
11505212
|
2025-01-13
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Servicemember
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Escrow, taxes, or insurance
|
| Sub Product |
VA mortgage
|
| Date Received |
2025-01-13
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-13
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
I am writing to follow up on my previous complaint ( XXXX ) and to express my ongoing concerns regarding my loss draft claim with Newrez. Over the past year, I have experienced significant delays in the completion of repairs to my property due to the inconsistencies, lack of communication, and what appears to be intentional delay tactics employed by Newrezs Loss Draft Department. These issues seem to be aimed at profiting from escrow account interest and unnecessary fees.
My current situation involves the reopening of a closed claim on XX/XX/XXXX, following an approved supplemental payment from my insurance company. When I contacted the Loss Draft Department to reopen the claim, I was informed that I needed to provide the fully endorsed claims check, adjusters report, contractors proposal, and claim form. After submitting all requested documents, including the endorsed claims check delivered on XX/XX/XXXX, I called on XX/XX/XXXX and was told that no additional information was required. I was informed it would take XXXX business days to process the check and that I would receive my first disbursement within 7 to 10 business days. On XX/XX/XXXX, the claims check was deposited into an escrow account.
However, on XX/XX/XXXX, after not receiving a check within the specified timeframe, I called to inquire about the delay. I was informed that the check had not been mailed and was still pending processing. I was told my claim would be escalated to a supervisor and that I should expect to hear something within XXXX business days. When I followed up again on XX/XX/XXXX, after not being contacted, I was told that no funds would be released because an inspection was required, as my last inspection showed only 70 % of the work completed. I explained to the agent that this inspection was related to my initial claim, which was closed on XX/XX/year>, at which point all funds had been released. According to Newrezs frequently changing policies, funds are released only when 95 % of the work is completed. I inquired as to why an inspection was required under these circumstances, but I did not receive a logical explanation. The necessity for an inspection at this stage appears to result in unnecessary fees, especially considering that the remaining funds were released on XX/XX/year>, and no inspection had been requested in the previous seven months before the claim was reopened. Also, despite their policy of being contacted within 2-3 business days for an inspection it took nearly 1 month to be contacted for the initial inspection and nearly 2 months for it to be completed from the initial request. Additionally, I requested to speak with a supervisor during the call but was informed that none were available and that one would reach out to me. When I asked about my case 's processing status, I was told that a processor had not been assigned to my claim since it was reopened over a month ago. I requested an email address for a supervisor or someone who could address my questions, as the agent stated he did not make the rules. To date, I can recall only one instance of Newrez contacting me regarding my original and reopened claims, which was on XX/XX/year>, after I filed multiple complaints with consumer protection agencies It has become increasingly clear that Newrez has implemented policies and delay tactics designed to maximize the length of time that insurance funds are held in escrow for their benefit, allowing them to profit off interest rates. They also appear positioned to gain from any foreclosures due to default, particularly given the significant increase in property values over the past few years. These policies and delays do not seem to be aimed at preventing fraud, but rather serve Newrez 's interests. Furthermore, this is not an isolated incident ; it appears to be a widespread business practice, as evidenced by numerous discussion boards where consumers report facing similar issues with Newrez
|
| Consumer Consent Provided |
Consent provided
|
|
|
11455678
|
2025-01-09
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Private mortgage insurance (PMI)
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2025-01-09
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-09
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
I called NewRez Mortgage Servicing LLC on Tuesday, XX/XX/XXXX to request removal of my PMI. At that time, my loan-to-value was 79.89 %. I have made on-time payments for my home loan since my loan was transferred to NewRez. The last time I made late payments for my loan was in XXXX and XXXX of XXXX. At that time my loan was being processed by a different servicer.
When I spoke with the representative, I was informed that someone from NewRez would be reaching out to me within three to seven business days regarding my request. That did not happen.
I did not receive a phone call nor did I receive any correspondence by mail regarding my request.
I called to follow-up on the status of my request on Friday, XX/XX/XXXX. Per the representative that I spoke with, my request was still in progress. When I requested to speak with the NewRez representative who was handling my request, I was told that I could not be transferred. Not because the representative was unavailable, but because there was no NewRez representative working on my request. When I asked for any documentation/notes on my account, I could not be provided with any. Again, because no NewRez representative was working on my request.
Today is XX/XX/XXXX and I still have not heard from any representative nor have I received any mail correspondence from NewRez regarding my request.
Just as there are expectations that consumers should follow ; the same should apply for service providers like NewRez. I am not asking NewRez for a favor, I am requesting cancellation of my PMI, which is well within my right as a homeowner. I am very disappointed with their failure to handle my request in a timely manner.
|
| Consumer Consent Provided |
Consent provided
|
|
|
8267616
|
2024-02-01
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue while managing or servicing your loan
|
| Sub Product |
FHA mortgage
|
| Date Received |
2024-02-01
|
| Submitted Via |
Phone
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-02-01
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Consumer Consent Provided |
N/A
|
|
|
11597640
|
2025-01-19
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue with the application process
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2025-01-19
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-20
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
See background information provided in case # XXXX Response given by cfpb was that they didn't know me., therefore I will send you evidence that we are listed as their customer on their letterhead.. Shellpoint Mortgage XXXX is listed as the lienholder and current owner of an old mortgage we are disputing. We simply ask for them to prove that we owe them. We have sent some very detailed information to them which they refuse to respond to yet they requested that we payoff an alleged mortgage note balance. The attachments I will send to you will be all the information you need to know that they have us listed as their customer and should be the keepers of all records that were sold, transferred or reassigned to them as current lienholder. Previously gave incorrect company address Please be advised that we believed scammed by XXXX XXXX XXXXXXXX who sold the mortgage note to XXXXXXXX XXXX XXXXXXXX who sold the same mortgage to XXXX dba Shellpoint Mortgage to an inflated price, increased by {$30000.00} although the mortgage released was {$67000.00} was owned by XXXX XXXX XXXX. Please refer to upload XXXX related to a certified letter submitted to Shellpoint Mortgage Servicing, dated XX/XX/year> and revised on XX/XX/year>. Both letters have been sent to Shellpoint which were received on XX/XX/year> and XX/XX/year> with no response to date. Requested a response within XXXX working days. The terms of the two mortgage notes payable due dates have been changed by one year which is not suppose to happen, There is a lot gone wrong about the alleged mortgage note. If the two mortgage notes are related, then there should not be any mortgage since the first one was released for whatever the reason but was promised to us verbally by an official of XXXX XXXX XXXX which XXXX tried to restore or reinvent,
|
| Consumer Consent Provided |
Consent provided
|
|
|
11710107
|
2025-01-24
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Private mortgage insurance (PMI)
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2025-01-24
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-24
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
|
|
11752565
|
2025-01-24
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Payment process
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2025-01-24
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-24
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
|
|
11723943
|
2025-01-21
|
Incorrect information on your report
|
Credit reporting or other personal consumer reports
|
|
| Issue |
Incorrect information on your report
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Credit reporting or other personal consumer reports
|
| Sub Issue |
Account status incorrect
|
| Sub Product |
Credit reporting
|
| Date Received |
2025-01-21
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-21
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
Consent not provided
|
|
|
10866633
|
2024-11-18
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue while managing or servicing your loan
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-11-18
|
| Submitted Via |
Phone
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-11-18
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
N/A
|
|
|
11527058
|
2025-01-14
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Escrow, taxes, or insurance
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2025-01-14
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-14
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
I have communicated over the last XXXX months the insurance coverage for my condo. Despite the fact, NEWREZ placed lender insurance and did not cancel until XXXX months later. Due to lender placed insurance, and removing the amount from my loan balance, the equity fell short. My XXXX loan payment was increased by {$250.00}. I paid the increase amount thinking that would resolve the issue. However, XX/XX/XXXX payment also shows the increase in my fixed loan payment. I can not pay the additional {$250.00} each month due to the errors and inefficiencies of NEWREZ. My payment is due within XXXX. I am able to make my fixed loan payment but not able to pay the increase placed by NEWREZ due to no fault of mine. NEWREZ placed me in the same position the year prior XXXX. The year of XXXX, I completed the information in XX/XX/XXXX, followup dates were XXXX and XX/XX/XXXX. Each time I received a form letter from NewRez stating it was being reviewed. This went on for over XXXX months to no avail. NEWREZ has modified my fix loan payment from {$1100.00} to {$1300.00} due to their errors and ineptitude. I am a Senior Citizen who has paid the mortgage for years and once my mortgage was transferred to NEWREZ, I have faced these issues. I can not pay the additional {$250.00} due to their incompetency.
|
| Consumer Consent Provided |
Consent provided
|
|
|
11566303
|
2025-01-16
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Escrow, taxes, or insurance
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2025-01-16
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-16
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
Issue XXXX XXXX I had requested a delay in my escrow analysis due to my previous loan holder ( XXXX ) had run it in XX/XX/XXXX and with the negative escrow balance i had a XXXX month repayment set up. Newrez ran it in XXXX of XXXX instead of XX/XX/XXXX which would have been the full year since the last escrow analysis ran and would have had made my shortage to be less than it was with them.
Issue XXXX Pmi removal request either XXXX or XXXX of XXXX. Checked was chased XXXX never contacted me in timely manner for assessment Spoke with supervisor who said because of their mistake they were going to go ahead and refund the XXXX i paid for the bpo, remove my pmi, and refun me the previous moths i had paid pmi. I was then informed this person was incorrect and this delayed. my pmi removal for another 6 months. I put in a request to be refunded those XXXX previous months due to this error in XXXX. I have not been contracted back still. I put in another escalation request as of today. This money could have been put back into my escrow before this years current analysis and would have reduced my deficit. Instead my payment has now gone up again.
Both issues have directly resulted in having to pay more monthly than I should have. I also submitted to Newrez my complaint letter to XXXX with all the errors XXXX made than also negatively impacted my escrow balance ( XXXX is no longer in business is my understanding ) Newrez chose to ignore that letter as well to try and reconcile those mistakes.
Newrez is completely aware of all the calls I have made in the past year and a half, the escalations i have requested, and the errors they made in this process. Their responses have been there is nothing we can do about it. They continue to change their policies which again is negatively impacting the consumer. It would be great to have some accountability form the loan providers.
I have attached the complaint as well i submitted to Newrez that documents the issues I had with XXXX
|
| Consumer Consent Provided |
Consent provided
|
|
|
11300378
|
2024-12-27
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue while managing or servicing your loan
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-12-27
|
| Submitted Via |
Referral
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-12-27
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Consumer Consent Provided |
N/A
|
|
|
11578676
|
2025-01-16
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Lien release
|
| Sub Product |
FHA mortgage
|
| Date Received |
2025-01-16
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-21
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
I did a application for a program in my city l was Denied because of Liens on my property since XX/XX/XXXX. XXXX XXXX. XXXX XXXX XXXX took over mortgage XXXX went to XXXX XXXX XXXX XXXX XXXX XXXX was not excepting payments lawyers did a modification Specialized loan servicing mortgage Since XX/XX/XXXX l have been making monthly payments with Shellpoint mortgage l am requesting loan release
|
| Consumer Consent Provided |
Consent provided
|
|
|
11040524
|
2024-12-05
|
Struggling to pay mortgage
|
Mortgage
|
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-12-05
|
| Submitted Via |
Phone
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-12-05
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Consumer Consent Provided |
N/A
|
|
|
11825606
|
2025-01-29
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Escrow, taxes, or insurance
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2025-01-29
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2025-01-29
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
|
|
11294494
|
2024-12-27
|
Confusing or missing disclosures
|
Debt or credit management
|
|
| Tags |
Older American
|
| Issue |
Confusing or missing disclosures
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Debt or credit management
|
| Sub Product |
Mortgage modification or foreclosure avoidance
|
| Date Received |
2024-12-27
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-12-27
|
| Company Public Response |
Company believes it acted appropriately as authorized by contract or law
|
| Complaint What Happened |
XXXX XXXX XXXXXXXX transferred my mortgage to Shellpoint mortgage servicing, even after I pick up a copy of a certified copy of my satisfaction of mortgage for the clerk 's office in my city. this is mortgage fraud, and they are trying to avoid being held accountable for criminal charges
|
| Consumer Consent Provided |
Consent provided
|
|
|
10810254
|
2024-11-15
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Shellpoint Partners, LLC
|
| Product |
Mortgage
|
| Sub Issue |
Escrow, taxes, or insurance
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2024-11-15
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2024-11-15
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
To Whom It May Concern : I am reaching out to request assistance in resolving an ongoing issue with my mortgage company, XXXX in Florida, regarding an escrow analysis. Since XXXX, I have made multiple requests for an escrow analysis, but the company has repeatedly failed to process my request or provide a resolution.
First Request : I was initially informed that the process would take 30 days. When I followed up, I was told additional time was needed.
Second Request : I was assured that my case had been escalated and that I would receive a response soon. However, no updates or resolution followed.
Third Request : I was informed once again that the case had been escalated, and management assured me it would be resolved within XXXX hours. Despite this, when I followed up about a week and a half later, I was told that no escalation had been made on my account.
When I spoke with management, I was informed that there was nothing they could do and that I would have to wait for my case to be addressed.
I am deeply frustrated and unsure of how to proceed. Is it legal for the mortgage company to delay my request in this manner? How are they allowed to treat customers with such disregard, especially considering how quickly they act in cases of foreclosure if a payment is missed?
I urgently need help resolving this matter, as I have exhausted all avenues with the mortgage company. Any guidance or support would be greatly appreciated.
Sincerely, XXXX XXXX ( XXXX ) XXXX
|
| Consumer Consent Provided |
Consent provided
|
|
