Date Received: 2022-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi, On XX/XX/2022, Monday morning I went in to pay my New Rez Mortgage # XXXX. I was charged a late fee. Since XX/XX/2022 fell on a Saturday, I should have been afforded the allowance to pay the payment on the next business day without penalty, that being XX/XX/2022. I have never had this issue previously, with this mortgage nor any other mortgage I have ever had. I fail to understand how New Rez has the ability to accept or transact payments on a Sunday as the Fed and the banks are close. How much does New Rez earn from this slight of hand
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07701
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My issue began when paying mortgage after my spouse died. Paid my mortgage on XX/XX/XXXX and not until XX/XX/XXXX was I informed that I was 2 months in arrear for not having paid XXXX. Asked mortgage company to have manager call me. Provided my phone number and did not receive a call after XX/XX/XXXX in which I called them back. They indicated they tried calling, but at a phone number I had not provided... therefore I was charged another late payment. I started sending my mortgage by mail as mortgage, the mortgage company stated was not in my name, only my husband 's. Faxed paper work to their financial office and stated house was also in my name... however they placed the account " To the Estate of ''. Recruited an attorney as Shellpoint indicated I may have to be qualified to determine if I can continue with this mortgage contract.This was per XXXX XXXX ( supervisor ). My lawyer indicated based on paperwork from our XXXX XXXX mortgage was also in my name. However, today I tried calling Shellpoint. ( as currently have tried paying on line but my account is not there )... or I'm not. Called shellpoint mortgage ... my social nor my husband 's 4 digits can not be found..nor are they able to find my property address. called their investor and she could not find my account even under the account number. My concern ; they will charge me yet another late fee, all of their run around has caused me stress as well as financial hardship when charged a late charge as I am now on a fixed income.As it stands now I do not know where I can get someone to help as you can not request customer service rep through their promps.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06010
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My loan service company XXXX XXXX in XXXX advised me via email, they were transferring my loan service to another company. I waited for who to pay my XXXX payment. I paid XXXX XXXX XXXX in XXXX on time. I received no notification of who I should pay. I emailed XXXX XXXX XXXX and they told me via email to pay XXXX XXXX as they are now my loan servicing company. Shellpoint claimed in XXXX they are the loan servicing company. Shellpoint said they sent me a welcome letter which I never received. If I would have received the letter I would not have emailed XXXX to find out who I should pay for the XXXX payment. I advised Shellpoint in XXXX that I paid XXXX XXXX as instructed by XXXX XXXX XXXX. XXXX took 2 months to verify that I paid XXXX XXXX and on XX/XX/XXXX they received the payment from XXXX XXXX. My complaint I asked Shellpoint to send me the welcome letter or any letter stating they are the loan servicing company. Shellpoint never sent the Welcome letter I requested. They also never showed me that they sent any letter to XXXX XXXX XXXX stating they are loan servicing company for my loan and to rectify their error. XXXX never notified me that Shellpoint is my loan servicing company. Shellpoint severly damaged my credit report by not taking immediate action to verify that I did pay XXXX payment as stated in the XXXX loan email. I tried to call Shellpoint loan servicing all they said they don't take calls. Their customer service advice I should send them all three credit reporting agency my credit reports. Shellpoint has that credit information. Shellpoint was trying to get to accept their interpretation of ruining my credit by not talking to me. Shellpoint has the community loan email instructing my payment be made to XXXX XXXX, my canceled check to XXXX XXXX, but what I do not have from Shellpoint any official notification that XXXX transferred the loan to Shellpoint. I know Shellpoint did not contact XXXX nor did they send me an official notification. Shellpoint should have reached out to XXXX XXXX that they gave XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX gave me the wrong loan servicing company. I do know that Shellpoint is now acting as my loan servicing company with no proof from XXXX that my loan was transferred to Shellpoint not XXXX XXXX as told to me by XXXX XXXX XXXX. I spent 7 years a perfect on time payment record with XXXX. I built my credit score to XXXX. Shellpoint erroneous notified the credit bureau of late payments and my score dropped to XXXX. I can not get loan for my sons school or even any type of loan with that score. There were very serious damages to me, by Shellpoint destroying my credit.
Company Response: Company disputes the facts presented in the complaint
State: VA
Zip: 22309
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company New Rez sent my tax money to the wrong place. This happened last year 2021 the last XXXX quarters.and 1quarter this year for a total of XXXX dollars I started receiving notices that my taxes were late I calledNew Rez they sent the money to my second property tax department in XXXX however XXXX claim they didn't receive the money.New Rez keeps telling me they are gon na get the money back and put it back in my escrow.They have raised my mortgage in the XXXX dollars a month instead of putting the money back in my escrow They keep lying to me every month. They admit its their mistake but they won't fix it.this has been going all year I pay my mortgage on time please help just want them to put the money back in my escrow
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08854
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is regarding CFPB complaint # XXXX Attached are the proofs. XXXX Bank letter proves that identifying information was there to apply the payoff balance on XX/XX/22. The error is on XXXX XXXX, ShellPoint, NewRez. XXXX the XX/XX/22 payoff balance as promised and promptly refund me the overpaid amount.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95128
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2022, I had autopay set up to make my monthly payments through Shellpoint Newrez Mortgage company.. I have had this loan for almost 6 years with no issues and no late payments.To my surprise I get a notification 31 days later that my mortgage was not paid for the month because the auto-pay did not go through. This was on there end that the issue arose. I didn't have any contact, email, phone call from the mortgage company about this issue. I only received notification when my credit score took a XXXX point drop from the missed payment. This is unacceptable. I have been trying to get this resolved for the last 4 months with no help. I have provided all proper documentation including my credit report and a written letter. They have been not understanding of the issue and taking blame that it was my fault. This needs to be resolved and update to all credit buereas needs to take place. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Problem with customer service
Subissue:
Consumer Complaint: On XX/XX/2022, my wife and I submitted an official complaint to the XXXX XXXX XXXX, in relation to Shellpoint Mortgage XXXX ( based in South Carolina ) Shellpoint recently reported a late mortgage payment to the credit agencies, which resulted in a significant deterioration of our credit score. We kindly requested that the situation be reversed given the considerable hindrances presented by the Company to set up a recurring payment on Shellpoint 's website from the beginning, which eventually resulted in this late payment situation. ( Please see attached information ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60654
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2019 My loan transferred from XXXX to NewRez then later to Shellpoint. XXXX reported negative escrow and NewRez/Shellpoint continues to take fees that are undisclosed named OTHER out of my escrow and I pay my payments well over the taxes that are to be paid from my escrow yet there is never ever enough money to cover my XXXX annual taxes. I call repeatedly and rarely get a response, each rep has a different name for the ( other fees ). I have written notifications and rarely get a response. I have even asked for my escrow account to be removed since I have well over 20 % equity and always paid my taxes until XXXX changed it. However I am told I can not remove escrow. Calculations never match mathematically. EVERY SINGLE YEAR. The math does not add up. They do nothing to fix it. Always say I am short in escrow. ROBBERY ALSO always ask for condo insurance over and over and I provide it over and over and over and they still take money from escrow. Once they credit money back it is never the amount to bring escrow to the balance needed for my little {$450.00} property tax payment. I pay XXXX to escrow times 12 months is more than enough for my property tax. YET it is always short every single year by hundreds of dollars.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33919
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Talked to NEWREZ customer service ( XXXX ) today about form Initial Interest XXXX XXXX Notice sent to me XXXX XXXX. The estimated new rate and mortgage payment will be {$980.00}. The new payment due on XX/XX/XXXX is based the XXXX index, my margin, my loan balance of {$100000.00} and the remaining loan term of 276 months. My CURRENT LOAN BALANCE is {$100000.00} ( +/- ). I inquired what would be my new monthly payment with the lower loan balance. They said they only prepare XXXX form a year and I received it on XX/XX/XXXX. I question why I wouldnt receive a new form which would be updated with the new rate. I would like an explanation from Newrez.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on property XX/XX/XXXX, taxes increased in XXXX after my purchase. Servicer was given new property tax information but didn't start escrowing the correct amount of taxes until XX/XX/XXXX when I asked for a partial claim and numbers were redone. I requested an extension on the escrow shortage to 36 months but was denied. Servicer states I can not speak to the tax dept or senior management about my request. Due to the carelessness servicing of my loan, my payment has increased by {$300.00}. My net income is {$4500.00}, new payment {$3000.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07032
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A