Date Received: 2024-03-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have been told by my mortgage company Newrez that they have placed lender based insurance on my property due to me not having insurance from XXXX of XXXX to the present. I live in a condo so my building and my insurance information is needed. I have been providing them the proof of insurance documentation since XXXX of XXXX, when this was brought to my attention and my payments went up almost {$400.00}, showing that we have been current the entire time and they have yet to apply the update to my payment information, therefore requesting that I pay the difference. I have called numerous times and get a different answer on every call. The most recent being that they just updated the account XX/XX/XXXX with the proof of insurance and that I will have to wait an additional XXXX days to have this addressed, while I am also required to keep calling and checking the status. Meanwhile, I am getting collections notices and calls stating that I have not made payments. The supervisor that I spoke with today stated that I am being allowed to make my payments in the amount of my " previous '' disclosed amounts in the mean time, which I have made monthly. I am not being helped and in the mean time it feels like they are ripping me off.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30312
Submitted Via: Web
Date Sent: 2024-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-07
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: Me and my ex filed for bankruptcy in XXXX then were divorced the bankruptcy was discharged including the mortgage In divorce he got home, I left with nothing, he is now passed away XXXX XXXX and last year before he passed the collection servicing agency reported to all my credit bureaus the mortgage after XXXX years later Is this legal My ex was late on his mortgage I guess due to health reasons, that was unknown to me And it was never on my credit ever when we were married and it shows up after he was late on payments and then passed away Now they are coming after me XXXX years later When he got everything in the divorce and we both filed bankrupt and it was all discharged In XXXX This has ruined my credit and cost me to loose XXXX credit revolving accounts that I had paid off in full and the creditor closed those account because That collections put that late mortgage on my credit when it was dismissed over XXXX years ago
Company Response: Company believes complaint is the result of an isolated error
State: IA
Zip: 502XX
Submitted Via: Web
Date Sent: 2024-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-05
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I have paid every single monthly principle payment but NewRez and Shellpoint are committing a crime in a land grab of my property. They returned my payment for the month of XXXX. XXXX was paid and not sure where they deposited that payment. XXXX was just paid and there is no record of that payment either.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92804
Submitted Via: Web
Date Sent: 2024-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-04
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: XXXX was a previous complaint for this year. We went as for as to attach our COI in question in the complaint and they still will not resolve this for us. We were approved for a loan with our master HOI policy ( we live in a condo ). New Rez tells us our coverage is not sufficient and force places insurance. Then they realize that we had sufficient coverage. We end up having our money put in escrow. Our issue is that NONE of this should be happening. I even spoke to a representative that pulled it up the policy with me on the phone. We looked at it together and both saw that there is more than enough coverage. I was told the force placed insurance would be cancelled and I would get a letter confirming it. Instead, we got a letter telling us we do not have sufficient wind coverage. This is also inaccurate, but we can't get anything fixed. If you actually look at the attachments, you will what we are talking about. Nobody will help us in spite of being excellent customers that always pays on time, in spite of the fact that New Rez likes to keep adding to our payment. Our loan was approved with a payment of {$1800.00}. Now our payment is {$2100.00}. Nothing has changed. We have sent New Rez the COI over and over and over and called and submitted complaints. Nothing. If you look at the original complaint, you will see that they are not actually looking into this for us because I posted the COI in question and it obviously has all the information like the loan number, address and New Rez listed as the certificate holder. The fact that they are still asking for the same insurance policy that I went over with a representative on the phone is the problem. The fact that we have to spend so much time fighting with this company over absolutely nothing, is a huge issue. The fact that they just take our money because of a mistake on their end and keep placing our money in escrow is a problem. A normal company could just look at the notes from last year and see this is the exact same problem as last year. Others claim to be experiencing this problem with force place insurance. The issue is that you have to go into forclosure and then prove that New Rez wrongly increased your payment. We are trying to avoid all of that and can't get any assistance. We just want our mortgage payment fixed and for the company to figure out some way not to do this to us again next year. Last year I fought this and finally got it resolved. A month or two later, I was at it again. Someone needs to do something about this. Look at my attachments and see if you see the same problems that I do. FINAL QUESTION : How do you suddenly change the insurance requirements mid loan? Our building has to have certain coverage just to be legal. We have sufficient coverage. We have always had sufficient coverage. Fix this, PLEASE! DO not give me canned responses about what you need on the policy. We have done everything on our end. Show me on this policies that I have attached why this one is not sufficient. I am not trained to read these policies, but I do know it is the same coverage we had our loan approved with. Address the actual question, please. I will not stop.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33141
Submitted Via: Web
Date Sent: 2024-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-04
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: newrez was our previous mortgage lender because we just did a refi. We had an escrow account. They were supposed to pay our property taxes for the first half of 2024. The money disappeared from our escrow account on XX/XX/2024. And as of now ( XX/XX/2024 ), XXXX XXXX still hasn't received it. It's been almost a month. Where's the money? I've heard similar complaints before. Now it's happening to us. This smells like a dishonest company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80016
Submitted Via: Web
Date Sent: 2024-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-04
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: they put me in foreclosure and is still trying to and locked me out of account after bankruptcy on XX/XX/XXXX... so I can't pay for the mortgage and still trying to get a new mortgage to pay them off ....
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2024-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Trying to communicate with the company to fix an issue with the application process
Consumer Complaint: I have repeated called NewRez to discuss a loan assumption. My partner died of XXXX XXXX XXXXXXXX ( XXXX ) and left me our home. I have been paying the mortgage on our home since his death in XXXX. - The phone numbers posted on NewRezs website are incorrect. - When I am able to connect with the company ( via a loan officer ) they wont talk to me about the loan and claim they havent received the proper documents from me to discuss the loan. - They initially provided wrong/misleading guidance on the proper documents to discuss the loan. ( They tried to claim the original, raised seal death certificate was not an official document. They also claimed the will is not an official document even though it was accepted by the probate courts in XXXX XXXX, IL ) - I have emailed the documents required to discuss the loan repeatedly, but they still claim to have not received them. - Whenever I try to speak to someone in assumptions as my case is unique ( my partner and I werent married ), they tell me their assumptions department does not have a phone line.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60654
Submitted Via: Web
Date Sent: 2024-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-04
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: I am a XXXX XXXX XXXX veteran. Last year, I received a XXXX diagnosis forcing me to step down from my job, so I listed my house for sale because I would no longer be able to make payments sustainably. On XX/XX/2024, with my realtor present, XXXX XXXX ( XXXX ), I called Newrez LLC, the lender who holds my mortgage... for instructions and paperwork to initiate a purchase assumption sale to prospective buyers. That evening, a representative of Newrez emailed me forms to complete, which I did jointly with the buyers. On XX/XX/2024 my house went under contract for a purchase assumption by XXXX and XXXX XXXX ( retired XXXX XXXX veterans ) in XXXX, WY. XXXX XXXX submitted our documents electronically that same day. And I called frequently for updates, on XXXX XXXX, XXXX, XXXX, and on XXXX XXXX. Newrez agents refused to confirm receipt of our documents, my realtor and I sent a physical copy of the paperwork in via certified mail. After three weeks, on XXXX XXXX, a representative of Newrez contacted me by email to inform me that they had provided us the wrong forms and we must restart the process. Frustrated, that's exactly what I and the buyers did. I am writing to complain that Newrez ( and/or Shellpoint Mortgage ) behaves with willful negligence in bad faith towards borrowers trying to sell their homes via purchase assumption. I believe the lender is dragging its feet to complete this purchase assumption sale on my house. They would rather repossess my home and resell it for all its accumulated equity at a higher interest rate with initiation fees than to complete this assumption process with myself and the veteran buyers. Why maintain a 2.25 % interest mortgage when they can take the house for themselves and then resell it at 7 % interest? I am being bankrupted during the waiting process. I am asking for your help/intervention in this matter to step in and enforce good-faith accountability. My scheduled close date is XX/XX/2024. Please compel Newrez to process this assumption sale. I have notified repeatedly what is going on and my wishes, by phone and in writing. They are slow to respond, if they respond at all. They stated assumptions can take 30-60 to process. The home went under contract and we submitted our documents on XX/XX/2024. They were negligent in providing us correct forms and stonewall us at nearly every turn, or provide conflicting reports of information when asked for updates. Though requested, I have not been provided a point of contact within their assumptions department. All I have heard is " your case has been assigned to a loan officer. ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97302
Submitted Via: Web
Date Sent: 2024-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-04
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: There have been a number of issues in dealing with NewRez since my loan was automatically transferred to them. Everything from form not being updated with the correct address to where checks should be mailed, customer service reps not following up and not providing accurate information, and most recently I get messages every month saying that I am not up to date on my payments when Im on autopay and those payments come up when I get paid. That said, what made me reach out today is I was charged three times over 4 days for my regular bi- monthly payment. I called in the rep and her manager we incompetent and the manger specifically was extremely rude within seconds of me being transferred and disconnected the call and sent me to someone elses voicemail. It is extremely difficult to get quality help and this is the second time theyve taken money out my account and put my in a bad financial predicament because of their incompetence
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60440
Submitted Via: Web
Date Sent: 2024-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Foreclosing on property that is not delinquent. I have not missed a payment yet and they are trying for a land grab. Corruption and licenses need to be revoked
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92804
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A