Date Received: 2022-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Earlier this month on the payment history of my current mortgage lender Newrez 's customer online portal, I noticed the transaction " Surplus Disbursement '' of {$4400.00} ( transaction date of XX/XX/XXXX ) which was paid out of my escrow balance. I was surprised since the recently released XXXX County estimated property taxes for my property in XXXX is about {$8500.00}, and it did not make sense to me that tax surplus disbursements would be made in XXXX ( especially since tax bills are sent in XXXX and due in the following XXXX ). On XX/XX/XXXX, I called Newrez customer service, and the rep ( Rep # 1 ) informed me that based on a Newrez tax analysis done in XX/XX/XXXX, I was disbursed {$4400.00} in XXXX via a check that was supposedly sent to my house. I informed Rep # 1 that I had not received any check in the mail from Newrez and that their company basing XXXX property taxes on my XXXX property taxes is illogical since my home was built in XX/XX/XXXX and my XXXX taxes were substantially low because taxes were based on just the land value ( i.e. XXXX taxes will be substantially higher because taxes will be based on property value ). Newrez tax estimates aside, I was concerned about {$4400.00} being taken out of my escrow balance and never being sent to me via check or electronic deposit. I asked Rep # 1 to put that amount towards my escrow balance again and was told it is not possible for her to do that, so she suggested that she put an internal request to void the check and send another check to which I could pay again on Newrez online portal towards my escrow balance. I asked if that amount can just be electronically deposited to my XXXX checking account. She was able to confirm the checking account number & routing number and told me that the request was submitted and that the {$4400.00} should take 2-3 business days to be deposited in my XXXX checking account. On XX/XX/XXXX, I checked my XXXX statement and noticed that {$4400.00} was never deposited by Newrez. I called Newrez customer service again and explained to the rep ( Rep # 2 ) everything that I had discussed with Rep # 1 and that I had never received the surplus disbursement in my checking account. After investigating, Rep # 2 told me that Rep # 1 made a mistake in the request that she submitted by forgetting to opt in for electronic transfer. Despite my frustration on whatever implications that had, I asked Rep # 2 to electronically deposit the surplus disbursement towards my XXXX checking account the correct way, and I further asked if there is a way for me to track the progress of it, whether it is an email confirmation or something on the Newrez portal. Rep # 2 told me that they could only submit requests/track progress of requests internally, that she was able to submit a new request the correct way, and that the {$4400.00} should take 3-5 business days to be deposited in my XXXX checking account. On XX/XX/XXXX, I checked my XXXX statement and noticed that once again, {$4400.00} was never deposited by Newrez. I called Newrez customer service for the THIRD time and explained to the rep ( Rep # 3, XXXX ) the whole situation. I asked about what happened the the previous requests submitted by Rep # 1 and Rep # 2 and she told me that she only saw one submitted request and that it had been closed. At this point, I am beyond frustrated since there should be been two previously submitted requests and it feels like Im back to square one. After Rep # 3 made the suggestion to submit a new request to electronically deposit {$4400.00} towards my checking account, I told her I will be submitting a complaint to CFPB because this is the THIRD time a request is being submitted with no way of me tracking its progress. Rep # 3 then proposed to submit a request to put the {$4400.00} towards my escrow balance again, to which I had informed her that Rep # 1 said it was not possible and that the conflicting information was frustrating. Nonetheless, Rep # 3 told me she submitted the new request and that it should take 2-3 business days for the {$4400.00} to be put towards my escrow balance again. Considering that nothing resulted from the previous two requests submitted by Rep # 1 and # 2, I have little hope that anything will come out of this new request submitted by Rep # 3. Whether it was the method of sending me the surplus disbursement or the estimated times of completion for requests that could not be tracked, the conflicting information I had received from the three Newrez customer service reps was absolutely alarming, let alone the fact that there has been XXXX progress since my first call and the {$4400.00} surplus disbursement from XXXX is still nowhere to be found!
Company Response: Company believes the complaint is the result of a misunderstanding
State: TX
Zip: 78747
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: RE : Flood Insurance Credit for XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX Frustrating situation. I have provided proof of Flood Insurance coverage. NewRez charged my account $ XXXX AND increased the escrow balance that increased my mortgage payment from {$1700.00} a month to a whopping $ XXXX! Over a three month period, I have tried resolving this matter to no avail. I called speaking with your representatives five times in 3-4 months. I've documented each call. The last call in XX/XX/2022, the rep told me he would take care of it ; he just needed to email the Escrow Dept, something other rep 's didn't do he said. Well, I called today, as well as reviewing my online account. Still unresolved. He misrepresented his capabilities and it is very concerning. Not credited yet! I have tried over the last 3-4 months to resolve this troubling issue/charges. I need to hear back from someone at NewRez who can actually DO SOMETHING and clear up this terrible situation, costing my family money when it is unjustified. I have not yet filed formal complaints with the XXXX, and US Consumer Protection Agency, but I am not getting any results and it is hurting us financially. NewRez can email me a response, schedule a time to call to discuss, or simply call ( XXXX ) XXXX. I need to resolve this pressing, financial matter immediately. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: HI
Zip: 96815
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I am filing a complaint because I have a loan with Shellpoint Mortgage Servicing for my property in XXXX, TX. We have had this property for several years now and recently Shellpoint contacted me stating that I did not have insurance on my property and that they were going to place a premium insurance of their own on my property while I got my own insurance, however the rules were that I had to find {$400000.00} worth of coverage for my less than XXXX square feet, XXXX bedroom condo. Every single insurance company that I called obviously rejected me because the coverage I was asking for was far too high for the size of the property. As a result, while XXXX trying to place an impossible insurance on my property, escrow has become greater and greater which is bizarre to me and makes absolutely no sense. I owed less than {$1500.00} to own the property and now due to falsely stating that I have no insurance, all together in order to pay off my property, I owe roughly about {$10000.00}. I felt at a loss of hope, but after looking up reviews online from several different review websites, there are SEVERAL reviews that state the EXACT SAME scenario as ours.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77072
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Beginning XX/XX/2022 I began to make half my mortgage payments every 2 weeks on my pay day. The amount was {$940.00} every two weeks. Then in XXXX I received notices that my mortgage was overdue. I call and find out that my payments were not allocated to my mortgage and were placed in principal only. I called XX/XX/XXXX and complained and was told that they would reallocate the payments to my XXXX and XXXX mortgages. A couple weeks later I receive an alert from XXXX that NewRez reported my mortgage payment as 30days late!. I call NewRez and was told that I was up to date and they don't know what happened but that I should email a request for my that delinquent report to be removed. Then I see on my payment history that my XXXX payment was not paid even though I called on XX/XX/XXXX and allowed {$940.00} to be reallocated from Unapplied Payment to my XXXX mortgage and then authorized an additional {$940.00} so that I would be paid for my XXXX mortgage, conf # XXXX. Then I look again on XX/XX/XXXX and find that the associate on XX/XX/XXXX had put through for {$1800.00}! Not {$40.00} like I asked. So payment did not go through and NO ONE emailed or called me to alert me. I again requested {$940.00} to be put into my XXXX mortgage so I would be up to date confirmation # XXXX. I was trying to be a responsible client and make my mortgage payments early and this company ends up reporting me to the credit bureaus and tanking my good credit! I keep asking them to reverse their reporting. I've requested through the phone AND email and I ve received no adequate response. Ii am a responsible homeowner and I should NOT be treated this way. Theu customer service is terrible!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10956
Submitted Via: Web
Date Sent: 2022-08-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX ), XXXX XXXX XXXX XXXX XXXX # XXXX ), XXXX XXXX XXXX XXXX # XXXX ), XXXX XXXX XXXX XXXX # XXXX ), and XXXX XXXX XXXX XXXX # XXXX ), The above mentioned attorneys Filed a misleading petition/obtained default judgment that caused my XXXX XXXX debt free " Homestead XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX '' ( appraised at {$68000.00} ) to be foreclosed on and relocated from XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXXXXXX XXXX to an unknown location in XXXX XXXXXXXX XXXX Neither XXXX XXXX XXXX, clients, successors, entities, or persons held any lien security interest against my property. To shorten a long story, XXXX XXXX XXXX failed to pursue due diligence and improperly foreclosed on my Homestead under the impression that my Homestead belonged to another person. " On or about XXXX XXXX, Attorney XXXX XXXX XXXX confirmed to both XXXX Police XXXX XXXX XXXX, and myself that I would be financially compensated for the financial injury they committed towards my family homestead. Its been over XXXX months and I have yet to receive any compensation whatsoever, and now they are avoiding responding to me. Through open records request, I also discovered that XXXX XXXX XXXX and its clients failed to obtain any building permits and TxDMV single trip moving permits as is required by law to relocate my Homestead Property. The permit violations alone carry a {$2000.00} dollar a day fine from February till today, and the fines continue until XXXX XXXX XXXX and its successors cure the permit violations. To date and counting the XXXX XXXX XXXX will owe XXXXXXXX XXXX XXXX {$320000.00} in fines, notwithstanding the injuries owed to myself and my family. My XXXX just XXXX of XXXX and the funeral bill nearly bankrupted me. I've also had to move my XXXX and XXXX XXXX out of a very hostile environment. I am taking on extra debt and times are too hard for XXXX XXXX XXXX to do ignore its responsibilities to everyday working families. XXXX XXXX Officials have informed me that XXXX XXXX XXXX CAN NOT DELIVER MY HOMESTEAD BACK TO XXXX AS DOING SO WOULD VIOLATE XXXX XXXX LAWS ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ...... SO WHAT OTHER CHOICE DO THEY HAVE BUT TO COMPENSATE ME AS THEY CONFIRMED THEY WOULD TO XXXXXXXX XXXX XXXX XXXX XXXX AND MYSELF NEARLY XXXX MONTHS AGO? I am in the process of trying to find a new homestead for my family, and having to take on debt that I wouldn't otherwise have had to take had XXXX XXXX XXXX not illegally foreclosed my home in the first place. In XXXX name please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 763XX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022 I received a notice from NewRez/Shellpoint regarding my loan XXXX. The notice stated I was past due on the payment due XX/XX/2022. I reviewed my loan online and noted that I was also considered past due on the loan for XX/XX/2022. My payment amount was {$1400.00}. On XX/XX/2022 I called NewRez and spoke with a male representative. I recorded the phone call and it lasted about XXXX minutes. During this conversation the representative explained to me that my payments I made in the amount of {$1400.00} were applied to principal and not to my due date amount. The representative said this was because of an escrow difference and " their system '' applies it towards principal and then considers the customer late for the amount due payment. I received a {$50.00} late fee charge. I expressed my concern that NewRez would not notify me sooner than XX/XX/XXXX of the late payment. NewRez stated they attempted to call me at a " work '' number and was unable to reach me. Despite putting my cellphone number on my original loan application, somehow NewRez determined that they should call an automated work number without dialing the proper extension or trying to get a hold of a switchboard operator to reach me. I filed a complaint with the company regarding their lack of attention to this matter. The representative took my complaint, and assured me that he would apply my payments towards my total due amount and reverse the late fee. I continued to check my account waiting for the changes to take place. On XX/XX/2022, I saw that the changes to my account were never applied. Additionally, a second late fee of {$50.00} was applied. I called a second representative, escalated my complaint to a supervisor. The supervisor assured me that the changes would be made. I stated my position that NewREz/Shellpoint is purposely deceiving customers when they accept our money, apply it to principal, then charge us a late fee for a past due payment. I'm concerned about the ethical implications this presents on NewRez. If this can happen to me, it is probably happening to hundreds, or thousands of other customers and NewRez is benefiting from the late payments of thousands of their " customers ''. In my case, I'm savvy enough to know better. I'm concerned about the millions of customers who are unethically treated by mortgage companies such as I was by NewRez.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was bought by Shell Point Morgage servicer, a collection agency in XX/XX/2022. I had been on a forbearance program with my previous mortgage company due to the fact I contracted XXXX XXXX. Further medical complications due to XXXX left me XXXX and seeking further diagnostic testing and treatment. I could not reach Shellpoint to get information because they could not find me in the system explaining the transfer hadn't come through. When I finally did reach someone, I requested an extension on my forbearance. I then received a point of contact, XXXX XXXX, at Shell Point who informed me I was not eligible for an extension, and I would need to pay the arrearage and whatever fees were added to the pre closure status to get my account out of foreclosure. XXXX said she did not have that figure. She said it would take 5 days to receive that information. I did not receive a follow up call and emailed XXXX. XXXX did not respond with the information I requested to get the loan current. the following day, I received a call from XXXX XXXX on Wednesday, XXXX XXXX at approximately XXXXXXXX XXXX who informed me I owed {$43000.00} to get the account current and out of foreclosure. I was informed increased fees were included in this figure. She gave me the wire transfer account and routing numbers. The following day on XX/XX/2022 at XXXXXXXX XXXX, I called XXXX with the bank representative present on speaker, handling the wire transfer. XXXX confirmed all account and routing numbers she previously provided, and the total amount of {$43000.00} to get the loan current. XXXX stated she would notify the foreclosure department of the wire transfer. Less than two hours later, at XXXX, XXXX XXXX XXXX me to inform me the amount to get my loan current has increased. To get my loan current those additional increased fees need to be paid or my account will remain in foreclosure. XXXX XXXX informed me my account remains in foreclosure and she would notify me the following day of those figures. I have yet to hear from XXXX XXXX. It is very clear Shell Point Mortgage is using abuse and extortion tactics to delay the process and keep my account in foreclosure proceedings, even after I paid the requested amount by the deadline date in which was confirmed verbally and by mail correspondence. I have exhausted all my resources and still in danger of losing my home due to these unethical business practices. I would greatly appreciate a follow up call and investigation into this matter, and any additional resources that can assist me in saving my home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i nor XXXX XXXX XXXX not nor ever gave consent to NewRez d/b/a Shellpoint mortgage servicing, llc nor XXXX XXXX XXXX nor XXXX XXXX nor XXXX XXXX XXXX, to use our names, images nor likeness nor consent to forge a Signature and take our identities in attempts to pass along fraudulent, unverified security instruments. there is a scheme currently in place to unlawfully attorn property from us at XXXX XXXX XXXX XXXX new jersey XXXX all parties are with knowledge that no mortgage, loan, promissory note were ever signed by XXXX XXXX nor XXXX XXXX yet all parties contend on proceeding with attempts to foreclose our property and use our identities and forge signatures purporting to be ours. these parties are in direct violation of 18 U.S. Code ss. 1028 ( a ) ( 1-8 ) & 18 U.S. Code ss. 473 PLEASE SEE ATTACHED AFFIDAVIT AND POLICE REPORT
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Newrez/shellpoint reported my payments 90 days late. I was in a government awarded forebearance plan that ended in XX/XX/2022. I started a loan modification in XX/XX/2022 made the trial payments on time and was than awarded the modification. I was never late. I was in a forebearance plan due to being unemployed during the pandemic. I was in a financial hardship. Im now back to work making my payments on time. My credit score dropped XXXX points. My rates went up. Auto ins went up. My credit cards went up and some dropped me. I tried to dispute this with the mortgage company and XXXX. Nothing!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/XXXX I applied for, and was granted, Covid-19 mortgage relief. The first payment relief date was XX/XX/XXXX. At that time I was still current on my loan. The investor was XXXX XXXX & my loan was being serviced by XXXX XXXX XXXX. In XX/XX/XXXX XXXX XXXX sold the loan. Im not sure who the new investor is. The relief period ended in XXXX, XXXX. I made all 3 of the trial payments on timeXXXX, XXXX and XX/XX/XXXX. My mortgage account servicer, Shellpoint Mortgage Servicing, reported my loan past due for XXXX, XXXX, and XXXX. All 3 of those payments were made on or before the due date. My mortgage account is with Shellpoint Mortgage Servicing. I have complied, on time, with all of the conditions of my loan agreement ( s ). I believe this is very unfair and against the intent of the US Governments Guidelines regarding Covid-19 forbearance policy.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 995XX
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A