Date Received: 2024-01-26
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: I was told I needed to show proof of insurance or they were going to charge me for what they called hazard. I received a letter after sending them a fax showing that I had insurance and also had my insurance company contact them to let them know that I had insurance covering my house and it has never lapsed. I received a letter dated XX/XX/XXXX regarding Hazard insurance and it said they cancel the insurance effective XX/XX/XXXX. Now on my statements they're charging me {$190.00}. This charge is dated on XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92119
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: Delays with the closing process
Consumer Complaint: I sent a insurance check in for endorsement on XX/XX/XXXX iao XXXX with a next day XXXX shipping label. The insurance portal states this should have been a sign and go transaction, however it's now eod on XX/XX/XXXX and I still can not get a definitive status on returning check. I was told several versions that the supervisor had escalated and was resolving issue and the XXXX was improperly tagged to a old XXXX claim. My roof remains open taking on additional weather damages and contractors have been pushed back continously due to Shellpoint Mtg Servicing Loss Draft Department delays. Loan ( XXXX )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75002
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: Trouble during payment process
Subissue: Payment process
Consumer Complaint: As you can see from there statement they apply payments the way they want. You do not know why the pained is not going to the loan or they hold it in unapplied XXXX and call it a partial payment. I have not made any partial payments. This is not going to be held and then show that you have a balance or {$790.00} owed from the month before. This is one full payment that hey have split for what ever there reason. I am enclosing 6 months of payments to show that all of these payments were made per what they stated and now we have a new and different amount. Please help and look at why this never gets fixed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I bought this property on XX/XX/XXXX me and my XXXX partner as a joint tenant on the XXXX but the Mortgage loan was under my partner XXXX XXXX name only. My Partner XXXX on XX/XX/XXXX, on XX/XX/XXXX I transferred the XXXX under my name. I contacted Shellpoint mortgage company on XX/XX/XXXX, I told them that my Partner was XXXX on XX/XX/XXXX and I became the XXXX of the ownership, and I requested them to transfer the loan under my name and I asked them for loan modification, that time the interest rate was much lower that the interest rate on the loan. Shellpoint requested me to submit copy of the XXXX XXXX of my XXXX XXXX and copy of the XXXX showing my name as the only owner which I sent to them by mail and by email on XX/XX/XXXX in which I kindly asked them to transfer the loan under my name. On XX/XX/XXXX they replied to me that they received my information, and they would respond as soon as possible. I didnt Hear from Shellpoint after that, I called them they said that they several times for months to find out that and they denied me any access to the loan account or to transfer the loan under my name, As a result of having no access to the account so I could pay the monthly mortgage, I became XXXX on XXXX. I kept trying phone calls until finally on XX/XX/XXXX the granted me only access to the account and they denied transferring the account under my name as a survivor of the ownership. I paid the mortgage all the year XXXX and part of XXXX with monthly payment {$1000.00} as it was before my partner died. On XXXX and XXXX, XXXX they made an error and they increased my monthly mortgage from {$1000.00} to {$1300.00}, I called on XXXX, XXXX to find out that they were charging me the extra {$370.00} to pay for home insurance which they claimed that I didnt have home insurance, I told them that they made an error and that I had home insurance policy since we bought the house on XX/XX/XXXX, I sent them copy of the insurance declaration and I had my home insurance agent XXXX XXXX XXXX them and faxing them the same document. On XXXX, XXXX after submitting them all the requested documents, they still continued making error and charged me again for home insurance, I had to call again and spent hours on the phone me and my insurance agent XXXX XXXX who faxed them the documents again and again, final they agreed to stop deducting any home insurance, and they promised to send me a check with all the amounts that they collected me by errors regarding my home insurance and they promised to close the XXXX account which they wrongly opened for my home insurance. IN XX/XX/XXXX my mortgage statement shows that they issued refund {$1500.00} + {$130.00} = for the extra amounts that they charged me for the insurance, but they returned the refund back to the XXXX account while they promised me and my insurance agent that they would issue me a check and close the XXXX account. AS a result of them not returning me {$1600.00} which I was expecting to pay toward my property taxes, I became XXXX. Shellpoint without informing me, they paid the XXXX tax amount, and they started deducting from me {$180.00} extra a month added to my monthly mortgage amount, against that amount they paid which they split to 60 month and added more than {$2500.00} as interest for only five years. Also Shellpoint mortgage started collecting from me by force my property tax in a monthly bases, and they made another error by charging me {$580.00} a month while my tax bill is {$2900.00} every 6 month it means {$480.00} a month, I called them several times asking them to least make correction to the monthly tax amount that they are charging me wrongly, but they never honored my request, and now the total monthly mortgage amount that they being forcing me to pay for several month jumped from {$1000.00} to {$1800.00}, almost twice, which totally broke my budget, I had to pay them my food money and my medicine money, and I am not able to have the ends meet since they started me all those extra amounts by error after error. I sent them emails on XX/XX/XXXX and on XX/XX/XXXX asking them to close the XXXX account and to stop paying my taxes and to let me pay my taxes on my own, but all my requests are being denied. I am XXXX XXXX XXXX XXXX, and I have very limited income and I am XXXX patient for 28 years but they are refusing to work with me or to give me any assistant. When XXXX XXXX XXXX he had a home of equity loan with XXXX XXXX, and it was also under his name only, but XXXX XXXX Accommodated as a XXXX XXXX, and they had me applying for XXXX XXXX assistant and they helped me to assume the loan under my name and they gave me a loan modification which lowered my monthly payment significantly. But Shell point keep denying giving me any help and keep on making errors that always end up increasing my monthly mortgage more and more. Please, I need help and intervention to have them closing the XXXX account, and to stop paying my taxes and to credit me with all the extra amounts that they charged me wrongly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92234
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: NewRez and XXXX XXXX XXXXXXXX offered a forbearance plan during COVID with several repayment options. The option I chose was placing the amount on the back end of the loan and start back in the payments. It became time for me to begin paying on the mortgages only to be told the option I chose doesnt exist any longer. Bait and switch. After going through the motions NewRez wanted me to be on a 3 month trial period with a lower payment. Around {$400.00} less per month than the original payment. I had to call in the payments which I did. I was told to wait until I hear from them to move forward. A couple of months go by and no word from the mortgage company. I called to see what was going on to find out my loan was in the attorneys office for foreclosure! Many calls going nowhere were made and they told me I had to pay back the amount in full that was supposed to be put on the rear end of the loan. A sum of {$45000.00} We had strangers knocking on our door telling us how we can get out of foreclosure, mail, emails, and unanswered messages left with the mortgage companies attorneys office. We had to beg and borrow the money to keep our home of nearly 17 years. Afterwards, we received a new mortgage statement with a monthly note higher than the original mortgage payment! Just as soon as we paid the {$45000.00} we were told we owed a payment for the same month.. less than a few months after all this happened here we are again getting calls from their attorneys office for foreclosure while we have not missed a payment. ( All payments are documented ). The CARES Act forbids mortgage creditors to demand repayment however both NewRez and XXXX XXXX XXXXXXXX do not follow the rules made by our government. Today after begging and borrowing enough to keep our home they are after us again! Please help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 35244
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: In XXXX of 2023, I realized that it was going to take much longer to return to work after being laid off from XXXX. This was contributing to my financial runway becoming more of a challenge to make payments. When I requested a forbearance, it was denied then later they offered making payment arrangements, what was unclear to me was the gross amount of daily interest being calculated against this loan product which became known the moment I put the house on the market and needed a payoff quote. It was then I realized that over a 5 month period of time this loans compounded interest accumulated to $ XXXX, which is predatory lending at its best. I requested forgiveness of this interest. The company was very slow to produce a payoff quote after multiple request by myself and the title company with zero ability to rush thereby causing the closing date to move on several occasions, while the interest continued to accumulate. While I am fully responsible for late fees and potentially some amount of fees associated with late payments but to amass this level of interest is highway robbery at its finest and Shellpoint should be penalized for this practice. My loans interest rate was 11.75 % already 3x of the going market rate, and that loan product already accounted for risk of default, to double down with daily default interest calculation on top of this high interest rate is criminal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30305
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: since XXXX of XXXX when I received first a mortgage increase from NEWREZ of almost {$400.00} a month higher. First error they were showing my taxes due 3 times a year that was corrected. Then they paid XX/XX/XXXX second half taxes in XX/XX/XXXX and I provided them proof which matches the withdraw amount from my mortgage analysis they sent on XXXX. But they will not remove the amount showing they are paying it again XX/XX/XXXX. I have already sent them evidence that the county shows they paid them ahead of time in XXXX. If they pay attention then my account is not short and I can go back to my regular payment. They will not even allow me to make my regular payment while they fix the issue causing a financial hardship to my household. I been dealing with this going on 3 months. Then I called the tax department at Newrez but their escrow and tax department have me going back and forth and do not communicate between each other as the tax department does show it paid. I keep asking why can't they communicated between each other and they said they can't. worst Mortgage I ever heard of.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92570
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: I started the process for PMI removal back in XX/XX/XXXX. I called my mortgage loan servicer and confirm they received my written request and they said yes. The check was in the same envelope as the written request as required/instructed by NewRez. Then I called back as I didn't hear back for another 2 weeks and they then said the letter was not here and I had to resubmit - after they told me they had it. Either way, they never informed me of this " missing documentation '' and I assumed after talking to one of their representatives it was all set. I finally got ahold of a manager who said to re-submit to her and she would call me back IF she DIDN '' T receive the email - no call back so once again assumed it was all set. A week later I follow up with this manager to find out that she didn't receive the email but never called me back. I finally scheduled the XXXX on XX/XX/XXXX and was told to give it 5-7 days. I once again never heard from NewRez so I called on XX/XX/XXXX to confirm the results were in. A representative told me that PMI was to be removed starting with the XXXX payment but it was never adjusted. I was advised to pay XXXX to prevent a late charge and that I would be refunded the difference once they payment adjusted. The XXXX payment is showing due and is still not adjusted to my new payment. Now, I receive a letter dated XX/XX/XXXX from NewRez that is telling me I need to pay a XXXX fee. I was already approved PMI removal by their company, how does their system generate a letter like this? Was the fee I paid not applied correctly? I have called again today and nothing is being resolved. I paid, I qualified, and my payment still has not been adjusted. I am told that all calls are recorded so it should be easy to review.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: After contacting Newrez through the consumer portal, Newrez reached out with instructions for removing PMI since I didnt qualify for the XXXX XXXX XXXX automatic removal. I paid {$150.00} on XX/XX/XXXX to schedule a XXXX per the instructions. According to instructions I need to meet or exceed XXXX XXXX XXXX based off current value per the XXXX. On XXXX house was inspected and photographed. On XX/XX/XXXX I called mortgage company regarding the decision based of current value. House was valued at {$610000.00} and outstanding amount due was XXXX or XXXX XXXX XXXX with meets and exceeds the XXXX XXXX. Newrez refused to remove PMI despite satisfying their conditions. Customer service resubmitted to the paperwork to loan Servicing Department since they didnt not understand why my PMI removal was denied. On XX/XX/XXXX I followed up from the XX/XX/XXXX call and they denied the request again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93436
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I changed insurance carriers and submitted the requested documents per the directions of the mortgage servicer. The mortgage company kept saying that the property did not have insurance while the property had hazard insurance in full effect throughout the duration of ownership/ their servicing. I was erroneously charged for 2 lender placed policies ( unsure why there were two policies on 1 property?? ) and have been unable to have them cancel the policies correctly since. My escrow account was debited {$1500.00} for the lender placed policies while I had active insurance coverage on the property the entire time. I as well submitted the requested documents to the mortgage servicer multiple times and have email documentation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27502
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A