Date Received: 2024-01-23
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I wanted my escrow payments removed from my account. I was denied twice and finally received an answer that it is because I had a deferred payment put on the back end years ago. I explained to the company that # 1, I was never told that this would hinder me controlling my own escrow, nor did I sign anything stating this, and # 2 I would be happy to pay that deferred payment back, right now. I have never missed a payment and have a outstanding credit report. I've tried to speak with a higher up manager, only to be denied. It is not right that the mortgage company is holding more money that is owed every year. I would like to be responsible for paying my own taxes.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 334XX
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: This is a follow up to Complaint XXXX I tried to email documents showing proof of XXXX insurance to Shellpoint Mtg but I keep getting undelivered notices. I am being charged lender placed insurance for years even tho I have XXXX insurance through my condo assoc. XXXX XXXX XXXX XXXX XXXX XXXX for further insurance info contact XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60631
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: Requested removal of XXXX from mortgage from my loan servicer, Shellpoint / New Rez. XXXX is owned by XXXX XXXX. XXXX ID is XXXX XXXXXXXXXXXX Address is XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. My request to remove PMI was rejected by Shellpoint XXXX XXXX XXXX, for the stated reason of missed payments. However, this rejection seems to be in error, as XXXX missed payments are due to XXXX XXXX, whose rules state that a mortgage which has exited XXXX, which is owned by XXXX XXXX XXXX and has made at least XXXX regular payments since, is eligible for XXXX removal. Compounding problem may be that there are several legal fees which occurred while loan was under XXXX XXXX. XXXX Forbearance rules, for this type of loan owned by XXXX XXXX XXXX do not allow for legal fees due to XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32608
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: The week of XXXX XXXX, XXXX I sent a notarized copy of the DIRECTION TO CONVEY from the XXXX XXXX XXXX XXXX XXXX to NewRez, the current mortgage holder of the property. We needed NewRez to release consent since the property is in trust so we could move forward with the closing of the sale of the property. I followed up repeatedly to check the status of the " consent. '' The reps kept saying they saw my documentation but to call back the following day. We had to postpone the closing from XXXX XXXX, XXXX to XXXX XXXX, XXXX. However, on XXXX XXXX, last Friday, a rep named " XXXX '' advised me that her supervisor told us to move forward with the sale and that we would not need any consent. My atty who was on the call with me told XXXX the NewRez representative that the Title company required a " consent. 'XXXX XXXX spoke with a different supervisor and said, " I'm sorry but it will take XXXX more days for us to provide you with a consent so you will just have to lose the sale. '' It was disgraceful. Our buyer has graciously offered to reschedule closing for the first week of XX/XX/XXXX. Meanwhile we are unable to get any assistance from NewRez on providing us with the consent. They have all of the paperwork they indicated they needed but the frontline customer reps repeatedly state that they can't allow us to speak with the Loan Processing department which was sent our required documentation. XXXX has helped me in XXXX for another matter so this morning I'm reaching out to your team again. This makes no sense. I've attempted to reach out to the CEO via XXXX and XXXX but no one has responded. Please advise. All we need is a " consent '' from NewRez so we can sell the property.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75010
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Previous CFPB Complaint : XXXX Lender placed insurance on two of my 3 mortgage accounts- XXXX & XXXX. Received their notices to submit proof of insurance and sent requested info to XXXX ( per their instructions in the letter ) every time I received a letter. Additionally, my insurance agent made multiple calls, spending 20-30 mins per call providing proof of coverage. He advised this past XXXX, XX/XX/XXXX - he finally spoke with an agent who advised him that the XXXX will be removed from my accounts. Next step is to get refund for XX/XX/XXXX escrow payments and confirm future drafts do not include escrow amounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Problem with a company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: New Rez informed me by mail that I did not have proof of insurance. I did have a landlord policy in place by XXXX, but there was a mortgage transfer between Ditech and New Rez and XXXX of them dropped the ball and did not check for proof of insurance. I had XXXX ( allied ) insurance send over a declaration page so I did not get hit with a lender placed policy. After the work I put in to make sure that they got the proof of insurance, my mortgage was hit with a lender placed policy anyhow and the next year my mortgage was reassessed and my bill doubled what I had been paying. I talked to New Rez about paying what I could while the situation was under investigation as to not go as unpaid, they assured me it would be okay and that it would still place late fees but to just pay the normal amount until it was figured out, and during that time I found evidence that I had coverage the whole time while they had put a lender placed policy on my account. They were at fault and the situation was corrected, they refunded me money for their mistake and I concluded that all was well. Come to find out they gave me negative marks on my credit score for 2 months of no payment. I did pay into those 2 months but I told them i couldn't pay the new amounts that they had reassessed, I would be paying the original amount until they figured out what was going on. After sending a dispute to them through their website, they concluded that it was within their right to give me negative marks on my credit. This has severely impacted my credit and my borrowing privileges. It has been nothing but a headache and honestly has made things really hard in regaurds to barrowing etc. I am hopeful something can be done. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Real estate taxes are past due, company is not responding and not paying taxes
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19973
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: I called NewRez To ask what was my pay off balance, Representative that I spoke to informed me that balance was the same as my principle balance I then informed her that I new the process and that it could not be the same balance. I asked to speak to a pay off department, Representative told me they had no pay off department and then said I could speak to a mortgage adviser. I was transferred and while I was explaining situation they disconnected the call. I called back 12 more time and they did not answer the phone. I received their explanation of what the payoff amount would be, which is totally incorrect. They are not removing the seven years, which would be left, on our thirty year mortgage. I am sure that you are aware of this company, NewRez LLC. has numerous class action law suit pending against this company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33467
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: The Shellpoint Mortgage company escrow analysis is wrong. They are saying that I was negative XXXX in escrow. However, today this changed to another amount XXXX XXXX XXXX So according to their math, they are saying that I did not make any escrow payments last year at all. My homeowners insurance was {$4700.00} and taxes were {$1700.00}. The total being {$6400.00}. When reviewing this information I have found that they did not apply escrow payments to my account as I was making payments. I average 3-6 months ahead on all of my mortgage payments generally making monthly plus payments. Those payments include a portion that goes to escrow for each payment automatically. They have added this negative balance to my current mortgage payment changing my monthly escrow to {$1000.00}. This literally means that I will be paying XXXX a year in escrow. As of XXXX XXXX XXXX ( according to my account ledger ) my escrow balance is a positive {$870.00}. This is after my XX/XX/XXXX taxes were paid in the amount of {$1700.00}. Yet they say I am negative as of XXXX in the amount of XXXX plus. My homeowners insurance has yet to be determined as the insurance company non-renewed my homeowners insurance. I have been on the phone with the mortgage company and each time I have to go over this again and again. They finally see what I am talking about and promise to have it reviewed. Next time I call? I get to start all over again because no one did anything the first time. Just telling me whatever I want to hear just to get me off the phone. My house payment went from {$750.00} to {$1500.00} due to their mistake. Apparently, I am not going to get anywhere with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33801
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: The servicing of our mortgage was transferred to Newrez LLC on XX/XX/2023. They sent numerous emails and letters in the mail letting us know who they were and that we would be able to log in to our account and have full access, just like we were able to do with our previous mortgage company, XXXX. Every single letter and email we were sent told us we would have full access to our information and be able to pay our bill online. Since then, we have been able to log in to our account, but the pages don't load and error messages pop up every time we try to click the link to pay our mortgage, or view documents. I can't view anything on their site pertaining to my account. I contacted the company in XXXX to let them know about the issues and they said to give it a week and if it kept happening they would transfer me to their IT department. It doesn't make any sense for me to be transferred to their IT department when the error has to do with THEIR site. In XXXX, I emailed to inform them again about their website not working and I never received a response. Last month, I was able to log in and actually pay the mortgage through their website, but now I'm not able to. They also sent me emails and text messages that my tax documents are available online, but when I log in, they aren't there and more error messages pop up. I have tried multiple times to access this important information. This is so incredibly frustrating. If they can't do something as simple as make their website work for their customers, then they should not have acquired so many new accounts. It is a huge disservice to their customers when we can't even view our own account details, or print out our tax information to file our taxes.
Company Response:
State: TX
Zip: 76053
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A