Date Received: 2024-02-01
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: On XX/XX/year> I was approved for a loan modification. I need to be able to send you that approval and screenshots. It was Congratulations you have been approved. There are three trial payments due starting XX/XX/year> for {$1000.00}. Today, XX/XX/XXXX, one day later, I logged on to make the first payment and it says the modification was cancelled due to non payment. Its not due until XX/XX/XXXX! I called Shellpoint and they dont know why and aren't even willing to look into it. Please allow me to send this documentation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Lender : NewRez LLC Loan number : XXXX In XX/XX/XXXX, I noticed that there was escrow account created which had negative balance, I tried to reach them through email but did not get any response, through call which they did not pickup after 1 hour waiting, I searched for all documents I found a document, Insurance - HAZARD - BIND LETTER - XXXX - LP LETTER - - XXXX - XX/XX/2023 - Prior. In this document they said since I don't have hazard insurance they placed hazard insurance on XXXX, and put the, three months premium of - {$1100.00} in escrow which means they are charging from XXXX. And for XXXX again - {$370.00}. Even after raising multiple request from their site I just get " Thanks for contacting us! We'll respond as soon as we can ''. But never a response. I waited for 2 hours on call and was able to explain them that I always had insurance, and forwarded the documents to ( as mentioned by chat agent ) XXXX, ( as mentioned by call agent ) XXXX and ( as mentioned in the above mentioned notice letter ) https : XXXX. Now I see in the insurance section my insurance document and escrow amount corrected by {$390.00}, still the negative escrow balance of - {$1100.00} The chat agent on XXXX refuses still states that I don't have hazard insurance which I see on their site, she don't see it. Still they are deducting {$2400.00} instead of XXXX. Trying to reach them again several times, I am not getting any response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94568
Submitted Via: Web
Date Sent: 2024-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I am writing to follow up on my loss mitigation application for forbearance. I have filled out the application and mailed it back to Shellpoint Mortgage Servicing at the address provided : XXXX XXXX XXXX, XXXX SC, XXXX. As you are aware, you are the servicer of my mortgage loan on the property located at XXXX XXXX XXXX XXXX, XXXX XXXX GA XXXX. My loan number is XXXX. I assume that, like most mortgages, my home loan is federally backed and subject to the forbearance protections in the newly passed CARES Act. I attest and affirm that I am experiencing a financial hardship caused by the COVID-19 emergency, a job loss and a costly illness and request forbearance on my mortgage loan under the CARES Act for a period of 180 days. Please let me know if you need any supporting documents to expedite the process. I tried to reach you on XX/XX/2024 at approximately XXXX using the phone number listed on the website ( XXXX ) XXXX, but unfortunately, I was not able to reach you. XXXX, XXXX, Shellpoint mortgage has hired law firm to start foreclosure proceeding against my property and the foreclosure sales is schedule for XX/XX/2024.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I currently have a mortgage with Newrez. Prior to that it was XXXX XXXX XXXX. I recently noticed there was an additional {$20.00} charge on my paper statement. I initially assumed it was escrow adjustment, but when I called, I was informed it was a non sufficient fund ( NSF ) charge. I looked back through my statements. Sure enough my payment went through on XXXX, XXXX. They then attempted to draft my account on XXXX XXXXXXXX XXXX, in which I had insufficient funds, because they had just taken my payment the day before. I received multiple excuses, such as XXXX had the account XX/XX/year> and then Newrez took over the account XX/XX/year>. I'd like to point out my bank statement and the NSF letter I got from my bank showed Caliber home loans. I attempted to reach out to XXXX, but low and behold, the number connects me to Newrez. Or that sometimes it takes multiple attempts to go through. All excuses, no proof. I sent a statement, along with my banking documents to Newrez via USPS. Along with filing a complaint with XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Re : Loan Number XXXX Property Address : XXXX XXXX XXXX XXXX XXXXXXXX, XXXX VA XXXX I would like to report the unreasonable and unprofessional practice of NewRez, which placed a lender placed insurance coverage on my property above, without my consent and despite the fact that I have provided them evidence that my condo office purchased sufficient hazard insurance for my property. NewRez acquired my mortgage loan from XXXX XXXX XXXX earlier in XXXX and since then, I have received several letters from NewRez requesting insurance information and threatening to purchase hazard insurance on my behalf. I never had these unpleasant encounters while my loan was under XXXX before the acquisition. In or about late XX/XX/XXXX, I received a letter from NewRez, dated XX/XX/XXXX ( copy attached ), requesting a copy of my condo 's hazard insurance relating to the above property. I immediately contacted my condo office and they provided a copy of the hazard insurance to NewRez by email. I had also uploaded a copy of the hazard insurance to the website provided in NewRez 's letter, and called them to ensure that they received it. I informed NewRez in my letter of XX/XX/XXXX ( copy attached ) that if they have further questions or need further information, they should contact the condo office. I provided the contact information of my condo office in my letter. I later received a letter from NewRez dated XX/XX/XXXX stating that the lender-purchased insurance they purchased for my property was cancelled effective XX/XX/XXXX because 'adequate insurance coverage was provided ' ( copy attached ). To my surprise, on or about XX/XX/XXXX, I then received another letter from NewRez dated XX/XX/XXXX, stating that they were unable to verify coverage from XX/XX/XXXX XXXX XXXX XXXX, and that they will charge me for insurance they plan to purchase for that period unless they can verify that I have insurance coverage. It is unclear why Newrez needed to purchase insurance for my property for XXXX, without first asking me or my condo office for a copy of the insurance. It is also questionable as to why that one month in the last year would cause a concern. Nevertheless, I immediately talked to my condo office and provided copies of insurance purchased by my condo office for XXXX and XXXX to NewRez immediately, by mail and by fax on XX/XX/XXXX. Please see attached copies of my letter dated XX/XX/XXXX and screenshot evidencing that my fax successfully reached NewRez 's fax number provided in their letter ( XXXX XXXX XXXX ). These cover the period XXXX. However, on or about XX/XX/XXXX, I received another letter from Newrez, dated XX/XX/XXXX, stating that they have not received proof of hazard coverage on my property and it has become necessary to place lender-placed insurance coverage on my property. They attached copy of the lender placed insurance with a premium is XXXX XXXX XXXX. It appears that NewRez did not check their records and went ahead to purchase the above lender placed insurance. I tried to call the insurance department of NewRez multiple times to follow up on the matter, yet no one answered my call. I left a message asking them to call me back, but I have received no calls from them yet. I therefore have no alternatives but to contact the Consumer Financial Protection Bureau and report this most unpleasant incident. I wish that the CFPB can look into this matter and protect innocent consumers like me, who did nothing wrong and used their best efforts to entertain NewRez 's requests. It is quite likely that Newrez did not communicate with XXXX and there were a lot of issues during the transition. It is most unfair that Newrez is threatening to charge the consumers, who did nothing wrong, for documents that XXXX did not provide to Newrez, or that Newrez failed to obtain from XXXX or the condo office. I also notice that there are usually long gaps between the dates of NewRez 's letters and the time I received them. They never provide their email address in their letters. In replying to their letters I had incurred unnecessary expenses, in order to pay for the fax and stamps. They should provide their email address in writing, rather than just their fax number and phone number, which seem outdated and unhelpful. It is extremely hard to reach their assistants by phone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22031
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I lost all of my income due to Covid, and have struggled to this day to regain that income. Shellpoint Mortage is the servicer, XXXX XXXX XXXX is the investor. I was asked to submit a hardship circumstance, in addition to Covid, the XXXX XXXX floods caused serious damage to my home. I also submitted a detailed business plan that would benefit the XXXX to have a west coast presence for helping historic single family homeowners from losing their homes, due to my relationship with the business and political community in XXXX XXXX. I was requesting a 90 day hold on a foreclosure date, so that I could attend to the water damage. When that was declined, I reached out to the owner/holder of the loan. The Bank said all decisions concerning my home are in the hands of the Servicer. The Servicer said all decisions on their part are the made by the Bank. Further when I sought additional information, my sale date of XX/XX/2024 was advanced to XX/XX/2024. This does not give me time for an investor to assist me, nor complete my home repairs. There is no equity in my home until I get private funding, am back to full time employment, and complete home repairs.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: My mortgage is current. I was behind XXXX months due to medical + prescription costs and just got caught up. Shellpoint Mortgage Finances says I owe {$880.00} in Fees. Shellpoint Mortgage Finance said they are unwilling to waive any of the fees. {$880.00} in fees is exuberant. Especially someone who had medical issues & subsequent problems paying their mortgage. T
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Loan/mortgage was originated approximately 10 years ago. All payments have been made prior to due dates. Insurance information has been provided as required. Approximately 2 months ago ( XXXX XXXX ), Newrez started billing for " lender placed insurance '' $ XXXX. When we received initial notification, we were told no insurance was in place for the property, a condominium. Both our insurance provider, XXXX XXXX, and us sent evidence of insurance coverage which has been in place under the current policy since XX/XX/XXXX and expires XX/XX/XXXX. Newrez sent a notice dated XX/XX/XXXX acknowledging receipt of insurance coverage and would get back to us within 5 business days to let us know if the provded coverage is adequate. As of today, XX/XX/XXXX, or XXXX business days after their acknowledgement letter, we have not received any information from Newrez. Today we called Newrez to find out if they made a determination. After nearly an hour on the phone with their customer service and insurance dept., we were told that they need a copy of the XXXX master insurance policy for the exterior of the property. to be brief, ( i ) no such notice requesting this information has ever been sent, ( ii ) there is no such provision in the loan documentation and ( iii ) we have never been billed for Lender Placed XXXX before.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28461
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: In XX/XX/XXXX I requested a review and paid the associated fee with XXXX XXXX XXXX ( the servicing company at the time ). I called many times asking about the appraiser coming to my home or the option of having my money returned. In XXXX of XXXX, after no solution and multiple contacts, I decided to reinitiate and again paid a new higher fee to have my home and account reviewed for the removal of PMI, no action from the servicing company occurred. In XXXX of XXXX, I was notified that my loan had been transferred to Newrez. After the transfer settled I contacted Newrez who confirmed that they saw the funds and requested PMI removal from the prior servicer ( XXXX XXXX XXXX ), however, I would need to reinitiate the request for PMI removal and pay a new fee with them. I submitted the required documentation and fee ( my bank demonstrates the check was deposited on XX/XX/XXXX ) and advised I would have a response in 30 business days. I contacted them the second week of XXXX and was advised there was no status update, and I contacted them today XX/XX/XXXX, again nothing showing on the status. Each time I called Newrez or XXXX XXXX, I was told they had submitted an inquiry on the status update, and that it was up to XXXX XXXX. As of tomorrow, XX/XX/XXXX, it will be a year, I have been attempting to get an appraisal or BPO for the removal of the PMI from the two servicing companies for over {$600.00} spent and no response to removal or not, and they have held the funds associated with the PMI request.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 32771
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-30
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Hello CFPB AND WHOM IT CONCERNS : I was instructed by New Rez Supervisor by phone to put writing regarding a very complex late mortgage payment reporting error on a XXXX XXXX XXXX mortgage with zero late paymentshistorically with New Rez that transpired over the past 90 days. In late XXXX, before XXXX, our bank account ending in # XXXX ( which was linked to this mortgage for ACH payments ) was compromised and hacked, resulting in having to completely shut down my account and open a new one. With this, I had to reach out to all vendors and companies we had ACH 's signed up to change our banking information with, including New Rez for our mortgage at XXXX XXXX XXXX. I believe the beginning of the confusion with this, was that we are enrolled in budget billing, with auto debits by New Rez every two weeks i.e Biweekly payments which they are very poor at servicing. A payment deducted on XX/XX/XXXX for {$1000.00}. We called to get the bank account changed AND made changes online therefore assuming we were correctly set up for ongoing payments with auto ACH payments applied. We now learned, when New Rez attempted to deduct the second XXXX payment, they tried to deduct it from the OLD cancelled account ending in # XXXX which was closed resulting in the funds being returned. We did not receive notification of non-payment which I am told was around the week of XXXX, XX/XX/XXXX. We found out the week of XXXX XXXX they had totally incorrect mailing addresses for notifications to be received. On XX/XX/XXXX, I noticed that the XXXX payment in XXXX was still not showing, so I called New Rez to understand what happened and made a {$3900.00} one-time payment. This payment was to cover the second half of XXXX payment and all of XXXX, with some remaining for XXXX. The woman I spoke with assured me that all was handled, payments would be applied, she understood our situation, etc., and that our bank account information was good to go moving forward. Later that month in XXXX around XXXX we received a call from someone on your team stating we were behind in payments and did not have XXXX payment. We spoke with her at length about the {$3900.00} payment and situation and she then said she was incorrect and she did see that we were all current and she did not know why we were on the list to call. At that point, because she had a lot of misinformation, pulled up someone elses account and repeated the incorrect bank account info to me I knew I needed to repeat everything with her on the recorded line to ensure there was no more confusion.. I reviewed with her the budget billing, she agreed that she saw we were enrolled in every other week payments. I also asked her to confirm our bank account on file. She confirmed the bank account on file was the new and correct one, ending in # XXXX. She also said we would be good to go. At no point was I ever informed that our budget billing was cancelled. In XXXX, we received calls from XXXX XXXX and our credit reporting stating our credit scrore dropped due to " 30-day late '' payment. We then called New Rez to understand what occurred. We were told you reported XXXX late. We did make a payment on XXXX and another payment on XXXX to get current and ahead, so there is no 30-day gap in payment. We also learned from speaking with a supervisor that you never applied the {$3900.00} payment to our account, to cover XXXX. There have been a lot of gaps and back and forth but we have been trying to resolve and keep receiving conflicting answers. The week of XXXX. XXXX we finally got to a supervisor that confirmed XXXX reporting as their error as there were unapplied funds. I have made 3 calls to try and get XXXX corrected and today XX/XX/XXXX it is still not corrected and they said 30 days. This is unacceptable as it is impacting XXXX lines of credit in our business due to the FICO, all New Rez Fault. Additionally, after the XXXX XXXXXXXX XXXX XXXX alert which prompted us to engage with New Rez in detail in XXXX WE STILL DISCOVERED ON A RECORDED LINE WITH A NEW REZ SUPERVISOR, THAT, IN DEED THEY STILL HAD INCORRECT /OLD ACH ACCOUNT INFO. THEY CONSISTENTLY CAUSED LATES DUE TO THEIR ERROR IN PROCESSING THE PAPER WORK TO CHANGE THE ACH TO THE NEW BANK ACCOUNT. HE CORRECTED ; HE SAID NOW. IF WE HAD NOT BEEN ALERTED BY XXXX XXXX, XXXX WOULD HAVE BEEN REPORTED LATE AS WELL. THEY WERE STILL USING THE CLOSED BANK ACH AFTER HAVING SEVERAL CONVERSATIONS AND PROVIDING THE NEW ACCOUNT INFORMATION. We spoke with a supervisor this week and he said he was working on submitting + disputing the XXXX information because he agreed that our payments should have been applied and were not. He said we had to submit a dispute in wiring to them online to discuss XXXX. We are still waiting on response back. I called again today XXXX XXXX to try and reason with them and review details againThey continue to insisted XXXX is late but will try and get XXXX removal from our credit accomplished. I WANT TO STRESS THIS MORTGAGE HAS BEEN WITH NEW REZ FOR AT LEAST 15 YEARS WITH ZERO LATES, OUR CONTINUOS CALLS TO THEM TO TRY AND CORRECT AND PROVIDE DETAIL., INOCRRECT NOTIFICATION MAILING ADDRESSES, NO CALLS TO CO BORROWER , ERRORS IN ACH SET UP AND UNAPPLIED FUNDS. WE WANT THIS XXXX AND XXXX 30 DAY LATE REPORTING CORRECTED ASAP. MY NEXT STEP IS LAWSUIT AND REPORTING TO YOU. IT MAY SEEM LIKE NO BIG DEAL BUT AS I MENTIONED WE RUN A FINANCIAL BUSINESS WITH IMPECCABLECREDIT AND REPUTATION. NEW REZ JUST WANST TO JUSTIFY IT AS WE DIDNT MAKE A PAYMNET. NOTTHE CASE. LASTLY, THEY SEEM TO BE MISSING SOME RECORDED CALLS, AND HAVE NOTES THEY SATE THEY EMAILED US ABOUT THE LATES BUT, FUNNY, THEY DID NOT DOCUMENT THE EMIAL ADDRESSES THEY SENT TO. PROBABLY A VENDOR DOING THEIR EMIALS AND POOR EMPLOYEED TRAINGING TO DOCUMENT WHERE THE EMIALS WER SENT FOR LATES. I BELIEVE THERE IS AMPLE EVIDICNE TO SHOW THEY HAVE OPRATONAL DICONNECTS, ERRORS, AND LACK OFCALL AND EMIAL DOCUMENTATION. CAN YOU PLEASE ASSIST IN THECORRECTING THESE 30 DAY LATES. XXXX XXXX XXXX XXXX XXXX XXXX XXXX THE BELOW WAS A REQUEST AT THE BOTTOM OF THE DISPUTE WE PUT IN WRITING TO NEW REZEON XX/XX/XXXX XXXX PHONE COMMUNICATION AS WELL ON XX/XX/XXXX. Our ask is that you reverse any negative claims to the credit bureau for both XXXX XXXX XXXX and XXXX XXXX ( for both XXXX and XX/XX/XXXX ) due to the great history we have had with your company and the valid attempt ( s ) we have made to correct this situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 226XX
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A