Date Received: 2022-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Newrez holds my mortgage. They acquired it from XXXX mortgage shortly after I purchased the home in XX/XX/XXXX. I am a XXXX XXXX XXXX XXXX Veteran who resides in New Jersey and as such am entitled to a property tax exemption in the amount of 66.333 % Newrez continues to charge me an amount which is incorrect due to the fact that my property tax escrow is considerably lower than what they say it is The overpayment in my escrow account is approximately {$400.00} per month due to the fact that they overcharge me on my property tax escrow They were supposed to, once again, adjust my escrow payments thereby lowering my mortgage and they still have, as of today 's date, not done that they have kept my overpayment for XXXX and have no idea when they will refund it they also have no idea when they will adjust my total mortgage payment to the right amount so on XX/XX/XXXX a mortgage payment is due, once again, at the higher amount i am not required to pay. Additionally, if you contact them, they say they are a debt collector and anything you say to them will be used to collect the debt. I thought they were a mortgage company
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi! We recently bought our home and our mortgage was bought by a company named Shellpoint Financial. We had them for roughly a month before we got notice that they were being bought out or our mortgage was being bought by a company called NewRez. We started this process back in XXXX or XXXX of XXXX. I just want to set up automatic payments and keep our military power of attorney form on file. Unfortunately neither one of these has happened. I have turned in by mail, phone and e-mail numerous copies of both the automatic payment form and the power of attorney form. The mortgage is in my husbands name and they sometime want to speak to him to verify and other times will talk to me. This has incurred a late payment EVERY month that we have had this company. And every month I have to call to make my payment and am told that a supervisor can help or whatever excuse Im getting with that phone call. I dont have the time or energy to call and complain to a company every month about paying my bill. Even the app doesnt work, to try to even look at my account. My husband is in the military and will be getting XXXX soon, and not being able to work with a company to get a resolution is absolutely absurd.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 502XX
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi, I am under a loan modification program through my mortgage servicer, Shellpoint Mortgage. They should be charging me no more than 2 % on my loan yet they charged 100 % interest towards my payment last month. I have called them repeatedly to correct the matter for the past few months, but they have not responded with a conclusion. Yet I continue to make payments and each one is being assessed the incorrect interest amount.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60172
Submitted Via: Web
Date Sent: 2022-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For about 6-7 weeks now I have been unable to access my account online. I have made ~5 calls to get this resolved. Every time I go through the same repeated steps with the customer service rep ( reset password link sent, erase cache on browser, etc. ). I have explained NUMEROUS times that it does not matter what browser I use or if I use their APP, I get the same error message " Unable to Sign In. '' After several minutes on the phone, I finally convince the CR to send a message to IT. Several tickets have been created, with promises that IT will get back to me ( via email message. ) In XXXX weeks, NOTHING. No messages from IT, no resolution from IT. The last XXXX payments I've had to make on the telephone, which I do NOT want to continue doing. a new payment is due and I still have not had access renewed online. They have had 0ver 6 weeks to take care of the problem.
Company Response: Company believes the complaint is the result of a misunderstanding
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2022-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In early XX/XX/2022, my loan was transferred to NewRez LLC from XXXX XXXX XXXX. I only received notice of the transfer. No welcome letter from NewRez or goodbye letter from XXXX XXXX XXXX. My first letter from NewRez was my mortgage statement on XX/XX/2022. Unfortunately, I have been trying to resolve this and your customer service department has not performed well. In late XX/XX/2022 I paid XXXX XXXX XXXX {$1200.00} for an appraisal of my property for PMI removal. I had this request processed in XX/XX/2022 and at that point my account was in flight from XXXX to NewRez. I have called on several occasions trying to get this and other technical issues resolved since then with no progress. The timeline is as follows : XX/XX/2022 : XXXX XXXX XXXX XXXX {$1200.00} along with {$9100.00} to principal balance to achieve target XXXX. XX/XX/2022 : Partial release approved and PMI removal in-progress after XXXX payoff XXXX XX/XX/2022 : Transferred to NewRez XX/XX/2022 : Calls customer service for update on PMI and also technical issues ( unable to login to portal or app ). Tickets logged as action from this call. XX/XX/2022 : Calls customer service again as I had not received any update to the PMI request or the technical issue. Additional tickets and internal complaint logged from this call. Had to send in the appraisal as customer service couldn't find the original appraisal from XXXX ( attached ). XX/XX/2022 : Received call regarding PMI. I explained the case with XXXX and she informed me she will continue to investigate the issue. XX/XX/2022 : Received direct message that I have to resubmit a request for PMI removal with another appraisal, which was already completed in XXXX ( attached ). Newrez 's letter states it is an additional minimum {$400.00} charge to redo work that was already ordered. XX/XX/2022 : Called customer service again to escalate PMI removal issue and was provided executive email contact information for escalation. To resolve the problem, I am requesting your help in getting PMI insurance removed from my account as I already went through all steps needed with XXXX XXXX XXXX
Company Response: Company believes the complaint is the result of a misunderstanding
State: AR
Zip: 720XX
Submitted Via: Web
Date Sent: 2022-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Sir/Madam : I had a loan modification in XXXX. Per the loan modification agreement, I have interest bearing principal balance and Deferred principal balance. I paid off my interest-bearing loan on XX/XX/XXXX, and my deferred loan will be matured on XX/XX/XXXX I did not miss a single payment. My mortgage servicer ( Shell point mortgage serving ) has decided that I need to pay the deferred loan immediately which is not stated in the loan modification and proceeds with foreclosure on my property. I have worked with the company since XX/XX/XXXX and filed written complaint with the company on XX/XX/XXXX. I kept calling the company and only got notified today through the phone that the loan servicing department of Shellpoint still considered that my payments are late.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 94534
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez - Shellpoint Mortgage Servicing continues to be unable to provide accurate records and accounting of payments made. Have been trying to close out the mortgage for 3 months but continue to be provided with incorrect payoff statements. Accounting errors go back to XXXX of 2020. I have provided accounting that is clear of fees but NewRez can not find any errors in my accounting and at the same time does not understand their own accouting. NewRez accounting is full of false fees and credits that make their statement impossible to understand.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Loan XXXX All payment were made XXXX XXXX on time, Shellpoint incorreclty applied XXXX payment to a wrong account. Shellpoint per written correspondence admitted the error and corrected the error and reversed any late fees and agreed the account was current and actually paid in advance through XX/XX/2023, yet they refuse to correct with credit bureaus and even protested the correction with the bureau contradicting the events and their previous correspondance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93710
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am with Shellpoint Mortgage. My payment for the month of XX/XX/2022 has not posted to my account.I am with the HAF Home Owners Assistnace Fund through the State of Florida. I checked with my HAF department and said check was sent out XXXX XXXX and showing received XXXX XXXX. I just would like to get my payment posted to my account. It is now XXXX XXXX and no payment posted. Not sure what the hold up is everyone to get these posted.Please locate my payment and post please.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33950
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Escrow analysis that I received is incorrect. They are calculating XXXX years of property taxes into my escrow, not XXXX year. Proof of all bills is attached.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 781XX
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A