Date Received: 2024-01-30
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: NewRez LLC has purchased my mortgage from another lender. This is my mortgage for my condominium and primary residence. They have sent multiple letters threatening to purchase " hazard insurance '' on my behalf, after I have provided all of the documentation they have requested. This hazard insurance has been purchased by my HOA, on time and with out any lapses, and I have provided this information several times. They are threatening to purchase this insurance to cover dates IN THE PAST (? ) at an expense that could be " significantly more than insurance I could buy myself '' ... it's outright fraud. The XXXX automated system, online help, and phone hotline are a dead end. No one calls back, no one can help. XX/XX/XXXX : Original letter from XXXX stating that they need a copy of my HOA hazard insurance. XX/XX/XXXX : Called and representative said it was just an initial letter and no policy would be purchased without more warning. XXXX : I obtained and sent all of the insurance information. XX/XX/XXXX : Received second letter from XXXX saying what I provided was sufficient. XX/XX/XXXX : Received a new letter that says it's my final notice (? ) and need insurance information for dates that have PASSED, XX/XX/XXXX, XXXX XXXX, XXXX or I will be charged + {$500.00}. - XXXX does not include a place to send the information. - Chat agent is unavailable, no one calls back, on hold endlessly. - Asking for insurance information for dates that have passed and threatening to buy insurance for past dates and charge me for it (? )... For an insurance policy that isnt mine ( responsibility of the HOA ), for a policy that Ive already given information for. XX/XX/XXXX : Uploaded insurance document for all of XXXX to cover their new dates in question. XX/XX/XXXX : Received an email saying they received documents and will update my information within XXXX hours, they provided reference : XXXX XXXX XXXX New letter dated XX/XX/XXXX saying I havent provided the insurance information that I HAVE provided, and outlining a cost, for insurance that I dont purchase, for dates that are in the past. They say they will purchase this and add it to my escrow balance. XX/XX/XXXX : Filed complaint with XXXX XX/XX/XXXX : They have not returned my call for XXXX hours. XXXX system is a dead end. Online chat just gives you the number to their insurance department that no one answers. Infuriating and should be considered unlawful consumer harassment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48309
Submitted Via: Web
Date Sent: 2024-01-30
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: Ultimately, my concern is the disorganization and unprofessionalism of the company in-general. They send out letters in-error, take payments in-error, and their systems are unable to address changes properly and illustrate anything outside of the regular monthly payments. A company should not offer an alternative payment system ( biweekly ) if they can not track and process it properly and without error. I'm worried that payments are going to be missed by them and/or my credit affected by their erroneous behavior. Here is a timeline of events- all kicked off by my request for biweekly payments : XX/XX/XXXX Loan Origination Date ; Refinanced mortgage and NewRez is our new mortgage company No issues for about two years XX/XX/XXXX Receive letter that NewRez now offers biweekly payment options ; Request for Biweekly payments sent via U.S. Mail XX/XX/XXXX - Letter of Transfer to XXXX XXXX received from NewRez XX/XX/XXXX Email from NewRez : This is to confirm that your recurring payment of {$2500.00} has been applied to your account on XX/XX/XXXX. XX/XX/XXXX Email from NewRez : We've received and processed a request to stop your recurring automatic payments of {$2500.00} on the account ending in XXXX. This cancellation will be effective as of XX/XX/XXXX. Letter also received in the mail stating that the reoccurring payments are cancelled per my request, but NO MENTION OF THE BIWEEKLY PAYMENTS. XX/XX/XXXX Attempt to search online for my new mortgage with XXXX, nothing found XX/XX/XXXX Attempt to search online for my new mortgage with XXXX, nothing found XX/XX/XXXX Attempt to search online for my new mortgage with XXXX, nothing found ; Telephone Call to XXXX RE Mortgage transfer. XXXX does not have record of my mortgage. Telephone Call with NewRez to confirm they are still my mortgage holder confirmed. THIS MEANS THE LETTER OF TRANSFER WAS SENT IN ERROR. Chat with Customer Service regarding erroneous transfer letter ; Complaint filed on my behalf ( Complaint # XXXX ) ; Letter sent to NewRez requesting a copy of this complaint. ( No response from NewRez ) XX/XX/XXXX Email from NewRez : This is to confirm that a payment of {$1200.00} is scheduled to draft on XX/XX/XXXX. If you wish to cancel the draft or have any questions, please contact our office at XXXX within three days prior to the draft date. Another email from NewRez : If you are currently set up on an autodraft ( ACH ) scheduled to draft on XX/XX/XXXX, your automatic payment may be delayed a couple of days due to the holiday. We appreciate your patience and thank you for your continued business. ( How are they just blanket sending this out? ) XX/XX/XXXX First installment of biweekly payments processed ( half of mortgage payment ) ; Telephone call to NewRez to confirm that the next payment will be taken out and there will not be a late fee. XX/XX/XXXX Letter from NewRez stating they request additional time to gather information ( I assume about my request for copies of the complaints, but they dont reference anything in particular ) XX/XX/XXXX Second installment of biweekly payments ( half of mortgage ) ; ALSO another FULL amount of the mortgage ACH is processed, and then reversed XX/XX/XXXX - Telephone call with NewRez RE double payment; Confirmed again that no late fees will be issued. Also requested copies of complaints ; Given loan servicing email address ; Complaint filed on my behalf ( Complaint # XXXX ) XX/XX/XXXX Email to loan servicing requesting copies of complaints XX/XX/XXXX Response from NewRez RE copies of complaints, need a subpoena ; Subject of the email from NewRez CONTAINS MORTGAGE ACCOUNT NUMBER XX/XX/XXXX Letter dated XX/XX/XXXX received and NewRez now references their parent company Shellpoint, and then states that they are working on my request and will respond soon. XX/XX/XXXX - Telephone call to customer service and the agent told me that everything was " fine '' and the statements will always appear this way, but it's OK and the account is paid. Attached statements shows " unapplied '' payment and an overdue balance. Thankfully no late fee, but it's very confusing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55044
Submitted Via: Web
Date Sent: 2024-01-30
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: Escrow, taxes, or insurance
Consumer Complaint: I am a resident at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX To be clear, I am a shareholder, not the property manager of the building. I own a XXXX apartment within the building. On XXXX I received information that I was being charged XXXX separate payments of {$57000.00} from the XXXX XXXX XXXX XXXX, through my mortgage company, XXXX. This was the quarterly taxes of the ENTIRE building, that I was now being held responsible for. The tax department of the city negligently sent my mortgage company the charges, and they paid these charges without alerting me of the changes or charges and it is showed for months on my loan that I owed this money. After a very long exhaustive process of trying to get to the bottom of the issue, we never found it but were able to resolve with another parent company of XXXX, XXXX. I was charged $ XXXX to my bank account and still had the records of owing over $ XXXX on my mortgage statements. I eventually got that money back and though the taxes owed were taken off, you can still see that history in my mortgage statements. As of XX/XX/XXXX, I have now received my XXXX XXXX a year later and in XXXX XXXX it states I paid {$57000.00}, which is false. This company has several class action law suits against them. I am unable to move to another company. They and my property management team ( XXXX XXXX ) have done nothing to assist me then and aren't assisting me now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 104XX
Submitted Via: Web
Date Sent: 2024-01-30
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: Due to a storm in XXXX, we experienced damaged to our roof. We filed a claim with insurance company to fix it but received the run arounds. They also increased our premium significantly. We were unable to renew the insurance with that company or purchase new insurace due to damaged roof, causing us to lapse in coverage in XX/XX/XXXX. Our mortgage serving company ( XXXX ) notified us that they would add XXXX XXXX XXXX ( XXXX ) on our home for {$7800.00} for the remainder of the 2023 year. In XX/XX/XXXX, we were charged an additional {$1500.00} on our mortgage to cover the cost of the ( XXXX ). In XX/XX/XXXX, we receive a letter from XXXX stating that our mortgage was transferred to a new serving company ( XXXX ) and that they cancelled the XXXX. In XX/XX/XXXX, we received a letter from XXXX stating that we needed to acquire homeowners insurance by XXXX or they would add XXXX XXXX XXXX on our mortgage. We ended up getting our roof repaired and acquired insurance through XXXX. We paid the premium in full and sent XXXX proof of coverage and payment to via provided email address and physical address. XXXX went ahead and made an additional premium payment to XXXX and billed against our Escrow. Though we did not have XXXX XXXX XXXX through XXXX we have been charged the additional {$1500.00} for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. We contacted both servicing company to find out why we were still being charged the cost of XXXX for the months that we did not have insurance and have been given the run arounds. We have requested in writing that XXXX completes an Escrow analysis and refund us of all money paid in excess. That has not been done. We requested that they request a refund from the insurance company of the double payment to bring out escrow back into positive. That has not been done. Every document we submit to XXXX has magically disappeared. Every conversation has conveniently not been documented. We are frustrated, scared, and believe that we are being set up to lose the home we've worked so hard to purchase and maintain. We do not know what else to do to stay in our home and have the servicing company do what is ethically, morally, and legally correct. Please assist us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33168
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: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: Shell point Mortgage has made a hard inquiry on my credit report. I did not request this and I am not even trying to apply for a mortgage. It shows they did this on XX/XX/XXXX, this was discharged in Bankruptcy in XXXX. No reason they pulled my credit. I would like this removed immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 350XX
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: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX, NewRez purchased a forced place insurance policy for the home collateralizing my mortgage. NewRez had the wrong address in its system for this home, which is amazing considering it's their their collateral for this loan. The address is correct in all the source documents. NewRez just never bothered to read them or double check their data entry,. Although my contact preferences are set to email, NewRez didn't email me, and they mailed their notice about forced place insurance to the wrong address. Consequently, I never received any notices about their intent to purchase forced place insurance because NewRez incorrectly my homeowners insurance had expired. A simple review of my file would've determined that forced place insurance wasn't necessary. XXXX, the mortgage servicer that transferred my loan to NewRez, paid to renew my policy in XX/XX/XXXX. I attached a copy of the policy as well as a copy of my XXXX from XXXX showing XXXX paid for an insurance policy in XXXX. I began contacting NewRez on XX/XX/XXXX. I've called 4 times enduring long waits while NewRez employees research the file. I've also opened 6 chat sessions, and my insurance agent has called 3 times. I've spoken to XXXX XXXX, XXXX XXXX, XXXX. XXXX, and XXXX XXXX among others. All of the people named have said the forced place insurance is being removed. However, it's XX/XX/XXXX, and the forced place insurance is still in effect. Although this can't be substantiated without reviewing company records, it feels like NewRez is pursuing an aggressive strategy of purchasing forced place insurance for loans that don't need it, and hoping borrowers either don't notice or give up after making it difficult to cancel. I strong urge CFPB to investigate NewRez 's use of forced place insurance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33139
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: They sent you a letter ( 50 pages ) and it appears they are asking for the XXXX XXXX XXXX ( now provided ) In this letter a number of false statements were made to the CFPB 1 ) typo, wrong loan transfer - it was XXXX, not XXXX XXXX ) They say they provide a communication method, but they do not answer the phone, text, email, or registered letters, 3 ) They say there was a letter on XX/XX/year> - never recieved, 4 ) They never asked for the master HOA policy, Until the leter sent to CFPB they provided NO insurance contact. It is very obvious that Newrez wants to systematically take {$170.00} / month from me. In reading the consumer complaints, they are taking this from many many people. They have a poor record and would like the CFPB to believe they have communication and a reasonable service. The truth is they provide NO SERVICE because doing so would allow people to avoid problems they make money creating.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92009
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I have been working with a HUD counseling agent who has been present with all phone conversation with mortgage management company Shellpoint since XX/XX/XXXX to arrange for an extension on an existing forbearance. On that call we spoke with customer service representative XXXX XXXX after failing to reach my assigned case XXXX XXXX XXXX directly. We were advised to call no later than XX/XX/XXXX to ensure that a forbearance extension request was honored. On Wednesday, XX/XX/XXXX I contacted Shellpoint again with my HUD counseling agent. This time we spoke with XXXX XXXX agent id # XXXX after again failing to reach XXXX XXXX on their direct extension. They placed the request for forbearance extension and advised us that I should receive an answer from XXXX XXXX via email or formal letter of status of forbearance extension we should wait to call again after XX/XX/XXXX. Today is Monday, XX/XX/XXXX and again had a conference call with my HUD XXXX with Shellpoint to check on the status of my forbearance since I had only received one letter dated for XX/XX/XXXX that did not include a forbearance extension as one of my solutions. My hardship has not changed and I am still unemployed and can not move forward with anything other than a forbearance. Again we were unable to directly contact XXXX XXXX and spoke to agent XXXX XXXX who also failed to reach XXXX XXXX multiple times. They placed an escalation on my request and were told that an answer would be provided in 3 business days and to contact them again on Friday, XX/XX/XXXX. I am concerned because previous conversations that my forbearance would end on XX/XX/XXXX. My assigned agent has not contacted in quiet a long time and they have contacted me on at least XXXX different emails and has refused to communicate several times unless I included their Loss Mitigation team making it very hard to have a consistent and reliable form of communication.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2024-01-30
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: Escrow, taxes, or insurance
Consumer Complaint: In the XXXX, my Homeowners Association notified owners that the building 's master policy was changing, losing some level of coverage, and to confirm with our home insurers that we were still covered. In XXXX, I received a warning from my mortgage servicer, NewRez LLC, that they had been alerted to the change, and would be purchasing insurance on my behalf if I didn't prove that I was covered. I called XXXX, and they assured me that I was in fact covered, and sent an updated copy of the policy. On XX/XX/XXXX, I emailed the policy to XXXX using the email address they listed on their website, and received no confirmation. Around XX/XX/XXXX, I received more mail from XXXX threatening to purchase insurance on my behalf if I failed to upload my homeowners insurance documents to a given " portal '' website, completely different from their actual website. The letter identified themselves as a " debt collector '', which I suppose is technically true, but clearly threatening and even misleading. I went to the site, XXXX, and uploaded both my original policy and the current renewal. I received no confirmation. Today, XX/XX/XXXX, I received the same notification of the need to upload my insurance information, along with a " Evidence of Hazard Insurance '' document, wherein NewRez followed through on their threat, purchasing a year 's term of insurance from " XXXX XXXX XXXX XXXX XXXX XXXX '' in the amount of {$4600.00}, which will be taken from my escrow account. Interestingly, it is effective XX/XX/XXXX, well before the first notification that my insurance had " lapsed '' ( even though according to XXXX, I'm covered ). I again went to the same website, re-uploaded the documents, and received no confirmation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2024-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My mortgage had been sold multiple times without issue. However, when Shellpoint bought my mortgage, they continue to charge me the same price as the previous mortgage company. However, they did not pay my insurance. My homeowners insurance continued to notify me that my coverage had lapsed, and I continued to pay back months of missed payments in order to keep my coverage current. Shellpoint kept applying my escrow that they were charging me to there in house insurance. I had my insurance, XXXX, repeatedly send proof that I was maintaining the home insurance that they had let lapse. I have never been reimbursed. Ive been paying double insurance. I was paying out of pocket to XXXX and Shellpoint was forcing me on their in-house insurance, this has gone on for a year now. They will not change my escrow even though I paid in full XXXX year homeowners insurance through XXXX. I have spoken with them repeatedly. They have told me that I have to write them and request to have my insurance removed from escrow. I have written them three or four times now. They have given addresses, which I had written and mailed, I wait a few weeks or a month to see if they received it just to be told me that the other customer service agent that I had spoken with gave me the wrong address or the wrong department. I have written, I have emailed, I have faxed my request, each time I write it is to the address which they have given me. And theyve given me more than one. And then theyve given me fax numbers to use which I try. And then theyve given me email addresses which I have sent emails. They never acknowledge receipt of any of my correspondence. I have asked them for a name in which I could send it in attention to someone specific and send it certified mail and receive a signature of receipt ; they tell me that is impossible because there are too many people in the department. They do acknowledge that they do now show proof of insurance. They have acknowledged the proof of full coverage of my property. However, they will not remove it from my escrow and they will not acknowledge receipt of any of my handwritten letters to the various addresses that they have given me nor my emails or my fax requesting that they remove it. They simply will not acknowledge receipt. Therefore they will not remove my insurance from the escrow and I am still being charged. I have checked into my Taxes. And the amount that they are charging me can not be accounted for by my taxes. My taxes are not that high. Ive been XXXX and year in taxes so an extra XXXX dollars every month can not be attributed towards my taxes. They have acknowledged seeing that I had been paying for my XXXX Insurance at the same time they were providing me with their own in-house coverage, which I never requested. They have acknowledged all of this. But they do not reimburse me. They keep telling me I have to get it from my insurance company because at the time they didnt show the proper proof. Yet they continue to charge me in my escrow account as if, Im still paying a second insurance. They will not work with me in good faith. This is gone on for over almost a year now. It is costing me over {$200.00} a month paying for this extra insurance. They told me that I need to collect the lost money from my insurance agency. They said my insurance company did not send them the proper documentation. My insurance company told me multiple times they had sent all the documentation. I have had people in their department acknowledge that yes they have received proof of my insurance, but evidently the information never gets to the proper people and I continue to get charged. They will not reimburse my loss. And if I insist on only paying for my loan, the principal, the interest and the taxes for my escrow they turned me over to collections or a threaten my credit, and send me a late fee charge. So I have to pay in order to preserve my credit. My mortgage had been sold through XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX, never have I had a problem with my escrow. My insurance always carried over when my mortgage was sold. When Shellpoint bought my mortgage, they collected for escrow, but did not maintain my insurance then used my money that I was sending for insurance in my escrow for their in-house insurance which they themselves told me was lousy insurance and didnt cover anything and was far more expensive. I had at one point said fine just use my escrow money to pay for your in-house insurance and they told me that I really didnt want to do that because it was far more expensive and covered nothing except for what would cover their company and none of my losses only for their company. I tried desperately to maintain the insurance that Ive had for XXXX years with XXXX. I do currently have XXXX Insurance. I have paid out of my own pocket for this coverage. And Shellpoint still continues to charge my escrow account for some other insurance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MT
Zip: 59105
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A