Date Received: 2022-08-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Covid, We were paying on time until the pandemic. I could not pay due to no income. I am a real estate agent. I requested a forbearance and they agreed to let me miss payments. Once I was able to resume payments, they refused payment. I requested a forbearance as advertised on all news channels and they said no because " I refused and or told their agent I did not want a forbearance ''. This is not true I never said that I didn't want a forbearance. They said " it is in their notes of when I spoke with an agent ''. There must be a misunderstanding. I never said I didn't want a forbearance. I want the forbearance and I can pay monthly. They requested modification documents then said I didn't qualify for a modification. Please listen to the recording, I never said I refused to any type of help. If it in their notes they must have the date and time I allegedly refused the forbearance. I want to keep my home and only missed payments due to the pandemic. Please have them submit a copy of the recording.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91302
Submitted Via: Web
Date Sent: 2022-08-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I paid off my mortgage with Newrez since XX/XX/2022. I have since made two requests without any answer for Newrez to refund me excess amount ( more than {$6000.00} ) that was held in escrow.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33543
Submitted Via: Web
Date Sent: 2022-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to a mistyped bank account number ( either due to misreading a number on our part or a typo on their part ) on an Electonic payment set up my mortgage payment, the payment did not go through, and the mortgage company did not inform us of the problem until after 30 days had passed by way of a foreclosure notice that arrived on day 2 after month end. they claim to have sent notices but that is patently untrue. This company is gaslighting me. I promptly paid that missed payment the day we learned of it and the account is up to date. I requested as a client concession that, because of the honest error of a typo, that they not report this to the credit bureaus. I contacted them several times and they simply repeat back what I have explained and then give a scripted answer stating that they will not honor my request for a waiver or reporting this. This company is very dishonest and should not be allowed to operate in a retail financial services industry. The XXXX XXXX XXXX is full of complaints similar to mine, and I feel that a regulator should be aware of their tactics. I am attaching their last letter which us just a regurgitation of prior correspondence without any indication of a willingness to resolve the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My father passed on XXXX XXXX and he was half owner of my home with me as the other half owner. Shortly after that Hurricane Ida hit where I live and caused a good amount of damage to my home and I received insurance money that totaled almost XXXX XXXX. I had to have the payment go through my mortgage company Shell Point Mortgage company with my insurance payments due to being in the rears on my mortgage. At the time of Ida hitting, I had no idea that my home had fallen into foreclosure until my mother was served on XXXX with a notice of seizure. Keep in mind that I am no on the phone everyday with my mortgage company lost drafts department every day or every other day because there was issue after issue as to why they could not reimburse me for the roughly XXXX that I had paid to start demo etc. while waiting on reimbursement from Shell Point. XXXX XXXX XXXX was me point of contact in loss drafts department at Shell Point Mortgage Company. XXXX XXXX would always remind me that we were on a recorded line every tine we spoke, which seemed a little strange. XXXX XXXX was even trying to get me to produce documents to prove that I paid any labor out to a guy that was helping me at first. I had materials receipts and invoices from the guy that was paid to help me and I submitted them to XXXX XXXX as she requested for every document, receipts etc and it still took me almost 6months to receive a check for roughly XXXX from Shell Point Mortgage Company and it was not until in XXXX of XXXX when I finally received the remaining moneys from Shell Point Mortgage Company . It took me speaking to a different rep. at XXXX loss drafts department to find out that the invoice that XXXX XXXX was claiming at first was missing and holding up my payment from XXXX, that was after he processed my next payment for me and bypassed XXXX XXXX. XXXX XXXX also used the excuse about my home being with XXXX XXXX XXXX XXXX being difficult to get them to approve to receive my insurance money, etc. I did not pay it much attention until later when I would receive a letter in the mail that was telling me that I had 5 days to vacate the property, etc. it was dated XXXX XXXX. I did not start speaking with the loss mitigations department about the foreclosure matter until roughly 4 months into dealing with the loss drafts department about my foreclosure matters. I was never served as one of the owners of the home until XXXX XXXX by a XXXX XXXX XXXX deputy. I was served with the original copies that my mom was served on XXXX XXXXand attached to the top of the notice of seizure was three sheets that were extracted from my fathers succession. My mothers Attorney held he succession open over one year and kept saying that my situation with my home was why he was holding the succession open. Going back to XXXX XXXX there was a sale date set for XXXX XXXX that was canceled supposedly per XXXX XXXX. XXXX XXXX XXXX XXXX. and I received and email that was signed by Attorney XXXX XXXX with XXXX XXXX and as I was told, Shell Point Mortgage Company they hired XXXX XXXX XXXX and XXXXXXXX XXXX was the only people that could give any instruction to put a hold on my sale date or to move forward. XXXX XXXX I called and the rep. @ XXXX to inquire about a sale date or XXXX, the rep. lets me know that the sale date was just updated on XXXX XXXX. Never being served anything about XXXX XXXX. But on XXXX XXXX my home accidentally sold at the Sheriffs sale and on XX/XX/XXXX, a relator by the name of XXXX XXXX came to my home and said that she represented XXXX and she was here to offer me a check for XXXX and I could leave in 30 days etc. or she would be back in 5 days with the Sheriffs to put my belongings to the curb. I di not agree with either of of the two and she left my home. On Friday XXXX XXXX ( XXXX XXXX ) I received a call from XXXX named XXXX XXXX XXXX informing me that that listened to and read my and emails and she informed me that as of XXXX XXXX the Sheriffs sale of my home was being recened, she would not want to be in my shoes, blah, blah. XXXX is supposed to refigure the amount due on my home after they subtracted a lot of fees that had been wrongfully billed for. XXXX XXXX and myself even talked about a charge off of my loan and a small cash settlement for the financial debt that has occurred behind the situation with XXXX holding my insurance money way too long and the fact that my home was wrongfully sold on XXXX XXXX. I have only been able to speak with XXXX XXXX two times, once on XXXX XXXX and the second time was XXXX XXXX and she has not returned a phone call or an email from her since then. I spoke to so many reps. at XXXX and no one had ever seen anything like this ever and they still do not see in XXXX system that there was ever a sale set in XXXX at all. They only see a note added to my file that says that there was a rescission of my loan on XXXX XXXX. After being served on XXXX XXXX I noticed that all the paperwork from the Sheriffs and clerks office all had XXXX XXXX XXXX XXXX on them and not XXXX. My home owners insurance was recently paid by XXXX and XXXX is who I have always spoken to about my home etc. XXXX XXXX XXXX XXXX is actually listed at the clerks office as filling the suit for foreclosure, not XXXX. As of today, I was served another notice of seizure with a sale date of XX/XX/2022 but XXXX has nothing on file about a sale date at all. I really believe that I have become a victim of mortgage fraud the crossed over state lines and took several attorneys, several Judges, XXXX XXXX XXXX ( XXXX XXXX ) at XXXX XXXX XXXX XXXX XXXX ( handled the succession for my mother ), XXXX XXXX Clerks of courts office, XXXX XXXX XXXX XXXX XXXX and Attorney XXXX XXXX who represents the XXXX XXXX XXXX. XXXX XXXX XXXX has refused to speak with me since I was served some doctored up " true copies '' of the original set of the notice of seizure on XXXX XXXX. XXXX XXXX XXXX now claims that they do not have me listed in their files as being an owner of my home, after months and months of them freely emailing me and having phone conversations with me about everything that we had been through with my father passing, Ida, the insurance money etc. now they just can not speak to me!!! I need help please!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70458
Submitted Via: Web
Date Sent: 2022-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My current mortgage servicer, Shellpoint Mortgage Servicing, the problem is that they will not credit and remove excessive tax charges in my impound account. I have paid off my hero home improvement/Energy loan, and on that type of loan, payment is paid through property taxes adds {$1600.00} a month to my house payment. I paid off my hero a 2nd XXXX home improvement loan at the beginning of XX/XX/2022 ( see attached ). I sent them the 2nd Hero loan payoff promptly, but they still will not reduce the payment, making it impossible to pay the {$6000.00} Fist payment along with the new 2nd loan payment that I took out to pay off the Hero loan. The correct payment would be {$4400.00}, which they will not properly adjust/correct the payment. That new 2nd loan ( that paid off the Hero loan ) has a payment of {$2200.00} which creates an extreme burden and makes it near impossible to cover both payments with the old first payment still at {$6000.00}. They will not accept the correct lower {$4400.00} payment as full payment. If the above is not difficult enough, I am a Senior Citizen I have had XXXX twice recently and have had difficulty working at these times with the XXXX. I very much appreciate the assistance you would be able to provide.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92024
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: our mortgage company has over the years been increasing our mortgage and we are on a fixed mortgage and they do give as an explanation an escrow analysis and it came down to according to the mortgage company an increase in property taxes our problems with this are many it is nearly impossible to keep up with fluctuating mortgage payments and creates a tremendous hardship to the family in which we did fall behind by two payments in reality we requested to be taken off escrow when not delinquent and we were turned down in addition we were not treated fairly by the mortgage company as the only option they gave us under loss mitigation was to increase our mortgage once again it was only after i complained to them that the company gave us a denial letter and falsely claimed that i did not submit all information which i did by fax and have the documentation to pove it.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 94509
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On XX/XX/XXXX, our house burned down. Our local XXXX XXXX fire department requested aid from XXXX, XXXX XXXX, XXXX, XXXX, and XXXX XXXX fire department to our property in which I saw a total of 15 firemen bravely fight to save our house. After 8 of hours of desperation, my husband, the last one to go to the hospital for smoke inhalation as well as other injuries, left in disbelief. It was reported as a total loss in our fire certificate, the news, and social media. Funny enough, a letter we got in the mail from a debt collection agency from Shell Point XXXX stated that our payment was delinquent and we were in jeopardy of losing our house.. As we thankfully live in our rental home provided by our insurance, we have been in contact with our insurance, XXXXhell Point , and USPS. In XXXX, my husband, my son, as well as myself sent multiple complaints to USPS for delayed forwarded mail, which in question, was our second check for our final payout by our insurance after the first was cancelled due to the delay of being forwarded from our already lost home. Anyone familiar with USPS, or has an address, or files taxes, or in short is an American of these United States knows this is common behavior from USPS. Prior to our one time delinquency, there were also many complaints to our local USPS for our mailbox being vandalized and packages being held at the post office even though they had previously delivered to our front door. It should be said that we pride ourselves in making on time payments, having perfect credit scores since the inception of our credit history. We called Shell Point to inform them of the delay in paying off the house and they assured us we did not have to worry about making a payment on time which was XX/XX/XXXX, five days after the fire. We found pants that fit us a week later from donations from the XXXX XXXX XXXX. When we received our check that we found was sent as certified mail, we sent it through XXXX overnight priority. Through the tracking number, it was confirmed to be delivered to Shell Point on the XXXX of XXXX. We had been sent to collections, but we had also received our deed in the mail. The check that was sent was more than the interest we supposedly owed and we were told in XXXX that after the money cleared we were going to be sent money back. To summarize, we were told we didnt have to worry about paying the house off on time before our bill was due, we were told we were getting money back from paying extra, we were told all our conversations were recorded, and after we initiated an internal investigation, we were told that according to their records they had made every attempt to work with us to resolve our delinquency and encouraged us to make our account current. That they ACKNOWLEDGE THE CIRCUMSTANCES AND HARDSHIPS [ WERE ] FACING. Sincerely the compliance department. In conclusion, with all recorded evidence and documentation after submitting an internal investigation and after paying off our house, we now have a negative report on our credit score, and after several applications to buy a house in multiple locations in our state of record we have been denied because of it. Dejectedly, we cant move on. This deceivingly heartless company has striped us of our right to live our life after losing everything and the clothes off our backs. Our days in this rental house provided by our insurance are numbered, but the days dealing with this mortgage company will now be longer than the memory of watching our house burn down.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 75002
Submitted Via: Web
Date Sent: 2022-08-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We previously filed a complaint with the CFPB regarding our mortgage lender NewRez. Though we still feel the issue is unresolved and are pursuing further action, we have a new issue that is unique and requires separate follow up. The issue, in short, is that we were unnecessarily charged return payment fees and late fees, which NewRez has refused to review. NewRez charged us for return payment fees due to " no account '' after we attempted to pay our mortgage by phone on XX/XX/22 and again on XX/XX/22 when the first payment didn't post to our account. I dictated the account number correctly by phone but it was entered incorrectly by a NewRez agent. NewRez has refused to review the call as requested based on the response attached. It took another 2 attempts to pay the mortgage because on XX/XX/22, NewRez informed me that their system errored out when I attempted to pay and they could not process the payment. I was finally able to pay by phone on XX/XX/22 and the payment was withdrawn. I was then charged {$270.00} in return and late fees due to an error made by NewRez dating back to XX/XX/22. I spoke with a NewRez customer service representative on XX/XX/22 who informed me that I could not get these fees reviewed or removed through her. She instructed me to go online and submit a complaint through the NewRez website. On XX/XX/22, I did just that. However, NewRez responded that this issue ( see attached ) has already been reviewed and a new investigation would not be conducted. That is untrue. This is a separate issue and requires NewRez to do their due diligence and investigate as requested by their customer who using the appropriate channels.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX I asked for a C.a.r.e.s. act forbearance on my loan and it was granted for 3 months. After 3 months I received a letter stating that the forbearance was automatically extended for 6 more months. During the Cares forbearance Shellpoint continued to bill me of which there is a current class action lawsuit. Due to the fact that they kept billing me I wasn't sure if I was delinquent or not because of the frequent bills coming in. The mortgage company never told me exactly when my forbearance was over and they then reported me 30 days late to the credit bureaus in XXXX XXXX which damaged my credit rating severely. I need Shellpoint to remove the 30 day late from my report. I am currently current on my payments after finding out exactly what was going on due to the companies negligent billing practices. Shellpoint also added a 3rd party insurance policy to my account even though I faxed them my current condo insurance twice and uploaded it to their website. I need this insurance premium refunded to my account as I was already insured and provided proof 3 times...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60608
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was not late30 days on my mortgage with NR/SMSXXXX they marked me 30 days late on XX/XX/2022. I called them and they were awful to me. I felt very discriminated because of my accent. I want this removed immediately.
Company Response: Company disputes the facts presented in the complaint
State: AZ
Zip: 85641
Submitted Via: Web
Date Sent: 2022-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A