Date Received: 2024-01-29
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: NewRez LLC took over management of my mortgage from XXXX XXXX XXXX in XXXX of XXXX. I had auto debit set up with XXXX from the start and never had any problems. The auto debit process transferred to NewRez LLC with no problems and remained that way ever since. Then on XX/XX/XXXX NewRez LLC has sent an email notification that I am delinquent on my monthly mortgage payment of {$1000.00}. They followed up with a USPS letter received XX/XX/XXXX. I sent an email on XX/XX/XXXX requesting clarifications on the delinquent payment notification. I have never received a reply. I have continually tried to call them via the phone number they provide ( XXXX ) and I get the error message " your call can not be completed at this time, please try again later ''. In the meantime, they continue to take money from my account to cover my mortgage. This feels like a scam and I'm questioning the legitimacy of this company. Are they attempting to pad their revenue with bogus collections?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-28
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: XX/XX/2023 certified mail # XXXX. Requesting all documents/ agreements and or contracts between myself and or Shell Point . An affidavit of Truth stating they were that they were including a copy of the promissory note. All statements and documents needed to be notarized under oath. I have stated I have never entered into a contract/ agreement with this company nor have I ever heard of this company. Valid Proof of fiduciary agreement between myself and this company. included a notice of intent and fee schedule. USPS delivered these documents to Shellpoint on XX/XX/2023 at XXXX XXXX I have received the return receipt from this company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98208
Submitted Via: Web
Date Sent: 2024-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-28
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: For loan number XXXX, I continue to have issues related to the transfer to Shellpoint Mortgage in XXXX. The loan is collateralized by several properties, two of which were sold prior to the transfer to Shellpoint. Those properties, XXXX N. XXXX XXXX XXXX XXXX, OK XXXX, and XXXX XXXX XXXX XXXX, OK XXXX, have not been under my ownership since XXXX and XXXX, respectively, but Shellpoint still disbursed property taxes for them to XXXX XXXX on XX/XX/XXXX. I have obtained re-amortizations associated with the disbursement of those properties dating back to XXXX and XXXX due to errors from the XXXX transfer to Shellpoint, so they have known and acknowledged that I don't own those properties. Since no later than XXXX, I have been attempting to have an escrow analysis completed because I am still being escrowed for the disbursed properties. Shellpoint informed me that by XX/XX/XXXX they would have the incorrectly disbursed property taxes reimbursed to my escrow account but that did not occur. I'm requesting that they immediately refund the property taxes for the properties mentioned herein, which I did not own on the disbursement date. I am also requesting that Shellpoint subsequently complete an escrow analysis to right-side my monthly escrow payment to reflect the reduced number of properties on the loan. Several months of effort have passed of attempting to complete these items without success, leaving me in a position of being substantially over-escrowed if the improperly disbursed funds are returned. It also appears that some escrow refund process occurred prior to completion of the above steps, leading to an escrow refund on XX/XX/XXXX which has been taken from my escrow account. As of XXXX I have yet to receive that refund, so I am making a third request to ensure those funds are properly returned to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 731XX
Submitted Via: Web
Date Sent: 2024-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-28
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My Contact Info : XXXX ; XXXX My Loan Number : XXXX XX/XX/XXXX I made two separate additional principle payments to XXXX XXXX XXXX, which brought the loan to value ratio of my mortgage to below 79 %. I requested the PMI to be removed, but later was denied with no reason provided to me. XX/XX/XXXX XXXX removed PMI from my monthly payment moving forward and sent a confirmation letter ( attached ) to me. From then on, PMI had not been part of the Escrow charges on my loan statements. XX/XX/XXXX XXXX XXXX XXXX was purchased by NewRez. The XXXX and XXXX statement I received from NewRez had no issues. XX/XX/XXXX I received the escrow analysis claiming that I owe the Escrow {$1200.00}, which was a result of the previous 6 months of PMI not being part of my monthly statement. Furthermore, NewRez added PMI back to my monthly payment. I contacted NewRez for 6-7 times after I received this analysis, explain to them that PMI was removed from my monthly statement by XXXX XXXX XXXX and the escrow analysis was incorrect and therefore my monthly payment for XXXX should not be raised. XX/XX/XXXX I faxed a written request to have PMI removed from my loan ( again ), this time to NewRez. Since then I have not received any communication from NewRez. XX/XX/XXXX I made another additional principle payment to my loan, which brought the loan to value ratio to 77.4 %. And submitted another three written requests to NewRez through their online contact form, requesting the PMI be taken off my loan and official documents explanation on the mixup of the " shortage '' on the PMI, which was likely caused by the error handling between XXXX XXXX XXXX and NewRez. I have not received communication from NewRez.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98115
Submitted Via: Web
Date Sent: 2024-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-27
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Could not I fo from loan from prior servicer to prove loan was paid off early and was not a lost assignment
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37343
Submitted Via: Web
Date Sent: 2024-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-26
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I ordered a payoff so the home could be sold. NewRez was provided a written request to generate a payoff with signed borrower authorization form but NewRez refused to do send one in a timely manner. This is an ongoing issue with this servicer as they repeatedly refuse to process payoff requests for borrowers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02180
Submitted Via: Web
Date Sent: 2024-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-26
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX we paid {$3100.00} for property taxes on the property in question. This in fact was an extra payment by our mistake because the mortgage company is supposed to pay property taxes by contractual obligation since the mortgage opening. We called several times to ask for a refund of our payment. The representatives asked for more time and proof of this extra payment. We send the proof and waited for another month and a half. Finally, today, after I called XXXX they explained that they are returning only one third of our extra payment and the rest was applied to escrow. because of increase of insurance premium. This in fact is inaccurate because our insurance premium increased by {$75.00} since XXXX XXXX and we have been paying this difference ( even a bit higher- {$76.00} ) since then. Previous monthly payment was {$660.00}, which in XX/XX/XXXX was raised to {$740.00} - exactly the difference between old and new insurance premiums. We have been paying our monthly mortgage dues on a regular basis, never missed a payment! Grabbing to some extra payment, we send by mistake, does not constitute a legitimate transaction. We need full refund ASAP!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32605
Submitted Via: Web
Date Sent: 2024-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-26
Issue: Closing on a mortgage
Subissue: Closing disclosure or other related disclosures
Consumer Complaint: XXXX of XXXX I refinanced my home from Newrez to XXXX morgage company. I had an over payment in my escrow account in the amount of {$2100.00}, that should have been returned promptly after Refinancing was completed. I have contacted Newrez customer on XX/XX/XXXX, To resolve the problem. On several occasions I was told by Newrez staff members that the check was mailed, only To find out they had been returned. So I ask to speak with a supervisor on XX/XX/XXXX, I spoke with XXXX XXXX XXXX and she had informed me that the check had been ACH ( Direct deposit to my checking ) as of this date XX/XX/XXXX. I then ask XXXX XXXX for a transaction number, she stated she would call me later on today with the information I requested. ( transaction number ) It has been three day and no response from Newrez staff nor my over payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UNITED STATES MINOR OUTLYING ISLANDS
Zip: 95757
Submitted Via: Web
Date Sent: 2024-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-26
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My mortgage company, Newrez llc DBA of Shellpoint mortgage servicing XXXX XXXX XXXX XXXX, SC XXXX is continuously late paying my home insurance. When my insurance agent called them asking why they didn't receive the payment on time they told him that it had been sent and that he should cancel my home insurance. My insurance agent 's phone number is XXXX, he will verify the information I am submitting
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: ND
Zip: 587XX
Submitted Via: Web
Date Sent: 2024-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-25
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: We were transferred to Newrez, our taxes for this year is XXXX. They are supposed to base the payment based on Taxes and Insurance. During this process they are using the full accessed value without the exemptions in effort to inflation our payments. There is a surplus we are owed and we want it because it belongs to us. We received a call from Newrez XX/XX/2024, we were told that on XX/XX/2024 that we will be sent our surplus and our mortgage would be recalculated based on exemptions. This company has lied to us, and plays games when they are talking to us. This is nothing but fraud to keep money that does not belong to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 471XX
Submitted Via: Web
Date Sent: 2024-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A