Date Received: 2022-04-26
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I wrote about this years ago and it was never resolved. Since then about a letter every few weeks just keeps coming.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43615
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Demanding that a borrow complete a recast form and pay a {$300.00} fee so that extra principal payments are properly reflected in the recording of monthly payments, i.e. a lower proportion of the payment goes to interest expense and more to principal, is fraud and theft and a violation of federal and state law. Credit card companies can only charge interest on the monthly outstanding balance, but NewRez continues to charge interest on principal balances that no longer exist because they have been paid off with extra principal payments. And NewRez makes every effort to avoid doing a recast with their customer service reps consistently stating on recorded lines that they do not know anything about recasts or even stating NewRez does not do them. Also, once a recast is requested, they take 90 days to complete it. I had a mortgage both on my home and raw land in the 1980 's and whenever I made an extra principal payment, the proportion of the monthly payment going to principal each month was immediately recomputed by computer and increased with no need to request a recast. Yes, even in the 1980 's, computers could easily do that. SO NEWREZ NOT DOING THIS IS A VERY BLATANT RIPOFF!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95127
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a home loan with NewRez LLC. Somehow, they transposed a digit on the county parcel number and paid taxes against the wrong property for over a year. They realized their mistake and attempted to correct it by paying the taxes that I owed ( because they had not paid mine for over a year ). They did not fully investigate what happened and simply attempted to raise my monthly mortgage payment by {$700.00} per month. I spent hours on the phone with their customer support and XXXX XXXX XXXX tax collector. After I figured out what happened and explained it to NewRez, they contacted the county for a refund ( in XXXX ). NewRez informed me that the county would send the refund check to me and Ill have to apply it toward the impound account. In the meantime, they told me to call each month and make my normal payment amount- and I have to reference the account notes. Ive done this two months : In XXXX their collections department called me stating my payment was past due. This was because they did not correctly post my payment after I made it electronically ( but they did pull funds from my checking account ). Today I received a letter from NewRez stating they did not receive my XXXX payment ( which was made on XX/XX/XXXX and pulled from my checking account ). I want NewRez to put my mortgage payment amount back to the original amount and figure this mess out themselves. Its their error and Ive spent way too much time dealing with the mess. In addition, I cant even refinance because the impound account is a mess. I feel they are harassing me due to their own incompetence. Im also concerned that my credit will be impacted.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92307
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Company will not remove PMI in a timely manner even after being forced personally to file a request for PMI removal. The home reassessment from the town has been provided even though this should have been automatic since the the owed balance is less than 75 % of the home value. This has resulted in me paying three months of PMI for nothing and the company will do nothing about it. Also, The mortgage company has not provided a reassessment of my escrow amount. I have had to ask 5 times for revision and on the final time they somehow reduced escrow even with the increase in taxes and this being new construction and previously being assessed as land only. I now have to manage my own separate account for escrow and have already been sent a supplemental tax bill from the town that I had to pay directly. Company is unresponsive, the website doesn't work properly ( today I couldn't pay my mortgage payment for over an hour due to website errors ), and customer service is rude, confused, and uninformed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Last XX/XX/XXXX when the late payments showed up on my credit report I disputed them in an email and with the credit bureaus. I disputed them again when my mortgage statement showed my payments finally were posted after my loan modification was completed in XXXX. This XX/XX/XXXX, I submitted a copy of the CFPB letter stating that loans that we're not delinquent prior to forbearance should not be reported late. I sent that letter and my mortgage statement to the credit bureaus and sent shell point mortgage an email too in XXXX. Unfortunately, nothing has helped. Then after reviewing my statements this month. I am trying to figure out where my three trial payments of {$2200.00}. Was credited to my main balance??
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28278
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/2022 I came out of forbearance with my mortgage company Shellpoint Mortgage and went to a modification plan that was on trial till XX/XX/2022 and was finalized with new payment due on XX/XX/2022. Per the C.A.R.E.S act a mortgage company is to not report delinquent accounts or past due amounts unless the mortgage was past due prior to forbearance. I was not delinquent prior to forbearance. I was entered into forbearance as a result of COVID and had a total of $ XXXX roughly that was on forbearance. Shellpoint mortgage has illegally reported me as XXXX, XXXX, 90 days past due from XXXX XXXX XXXX on 2 of my 3 credit reports of the $ XXXX which they are not legally obligated to do. I have tried to get in touch with them and they fail to answer me back, they push me from department to department and refuse to review my mortgage and also refuse to admit they reported it illegally and will not remove it. This has dropped my credit score a bit over XXXX points. I also have contacted a CARES act lawyer who is not answering back, I have filed a dispute with XXXX and no one is answering my dispute now at XXXX or at Shellpoint. I have not been able to get ahold of XXXX, they will not answer the phone, my emails. Then in XX/XX/2022 ( just 1 week ago ) I pulled my XXXX credit report and now they reported me past due in XXXX on XXXX but never reported prior months. I am not past due and have the proof that I am paying on time. I have tried to get the loss mitigation department and specific representatives at Shellpoint to answer me why on this XXXX reporting of past due and they state they don't show they did that, but yet my credit report reflects that they did. They have illegally reported me past due and I have all the proof of the CARES act, the proof that I have made payments on time and per their request. All of which I submitted to Shellpoint but they refuse to do anything about it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75013
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: According to Consumer Rights Under the ECOA, the primary right consumers have under the ECOA is to receive a response on their application favorable or unfavorable within 30 days of receiving the application and if the application is denied, receive written notification of why it was denied. In our case, we submitted an application on XXXX for the refinancing of our primary residence over the telephone with a NewRez LLC Mortgage Consultant ( Evid : initial disclosure ). Our application was denied in writing, dated XXXX but received XXXX. Their mailing envelope has an internal postmark date of XXXX when it left the building and is included in the attachments. We received the rejection via US mail on XXXX or 51 days from the date of our live application, precisely 21 days past due. This excessive time delay has hampered our ability to timely seek out other mortgage companies offering comparable rates amid fast rising interest rates. Please note our credit scores are over XXXX. Our primary residence that we are refinancing has quadrupled in value over the 25 years we lived in our home. We also own XXXX investment properties with significant equity. The mortgagor, NewRez LLC, holds one of our investment property loans. The loan processor was delayed in requesting all documentation. Further note that communications and transfer of documentation was performed via telephone, email and via their online portal. Files Uploaded : 1. NewRez XXXX XXXX ( zip file ) 2. NewRez late communication received XXXX requesting documents 3. Applicant 's email to Mortgage Consultant on XXXX requesting response on loan status 4. NewRez Late Rejection letter received XXXX ATTENTION : NewRez late request for documentation sent via USPS dated XXXX and received XXXX is uploaded here. We responded by sending three ( 3 ) emails on XXXX with our documentation. We further communicated the lateness of their request and failure of their portal to collect data. This evidence is critical for case evaluation. Since the EOAC portal for accepting documents is limited to XXXX, please provide an email to send files. Thank you, XXXX & XXXX XXXX XXXX XXXX XXXX
Company Response:
State: GA
Zip: 30345
Submitted Via: Web
Date Sent: 2022-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed a complaint with you about Shellpoint Mortgage Servicing Company. This complaint was because Shellpoint refuses to remove the PMI since I have met the legal qualifications - loan 's outstanding balance is 80 % of the original loan. I received a letter by email from you -CFPB- dated XX/XX/XXXX stating my credit record had been corrected and they would look into removing the PMI. However, I received my statement dated XX/XX/XXXX stating I have an overdue balance of {$150.00} on my account. There is no explanation of this charge except overdue payment. I received a telephone call on Thursday, XX/XX/XXXX from a realtor in Georgia wanting to schedule an appraisal on my property. I agreed to it and would schedule later. In the meantime, Shellpoint has returned my original check in the amount of {$150.00} to me in XXXX. ( I paid this fee on XX/XX/XXXX. ) I called Shellpoint Mortgage Servicing on XX/XX/XXXX and requested an explanation of the overdue charge. The agent said, after searching for ten minutes, it was for a BPO. I asked why would they have placed an overdue amount on my account when they returned this money to me without a request from me.. I requested a supervisor and he became very rude. He asked if I wanted to apply the money from the check ( which I did not cash ). He supposedly applied this amount to correct this error. I feel this " so called '' error was done intentionally to cause additional problems for me. This form of retaliation should be illegal but they continue to retaliate instead of solving the problem. Please can you find an agency that will make Shellpoint Mortgage refrain from this retaliation and fraudulent claims and remove the PMI which is the legal remedy.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A NewRez customer service rep told me on a recorded line in early XXXX XXXX that my recast would be completed in early XX/XX/XXXX. It sill has not been completed. I have made over XXXX phone calls on recorded lines asking for the recast starting in early XX/XX/XXXX up until today and am now filing another complaint. I also sent a certified letter yesterday XX/XX/XXXX to their CEO demanding that the recast finally be done. In late XX/XX/XXXX, XXXX employee falsely told me on a recorded line that there was no such thing as a recast and the rest from XXXX XXXX to the present pretended they did not know anything about the recast procedure and NONE referred me to the recast department, All this is a XXXX tactic to not do recasts. In addition on XXXX XXXX, XXXX I was on a recorded line with a XXXX employee, myself and a representative of another lender, XXXX XXXX, so XXXX could confirm my payment history. I told everyone on the line that I was not refinancing with NewRez because they had not done my recast. The NewRez employee than stated she would file an internal complaint on my behalf to get the recast done. Since this was on a recorded line with two witnesses, obviously NewRez had my clear documented permission to do the recast. Still nothing has happened to date. NewRez finally sent a secure message with a recast form in very early XXXX but when I went to open it, it would not open. ( They already had my legal documented permission on a recorded line with XXXX witnesses as of XXXX XXXX, XXXX to do the recast so having me sign yet again for the recast was an unnecessary duplicate legal procedure and a delaying tactic ). Just game after game to avoid doing the recast.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95127
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Follow up my email/letter dated XX/XX/2022, regarding to request to amend the unreasonable payoff charges. I havent received any response from Shellpoint. Due to the time essential, and my leader are still waiting for your amendment payoff letter to settle the final payment. I have paid off the {$3000.00} for the P/I payment on XX/XX/2022 first to avoid further interest. At your convenience, please contact me at XXXX XXXX XXXX my email : XXXX for the mortgage settlement as soon as possible. Please acknowledge receipt of this letter/email and the payment of {$3000.00} Your prompt response will be appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32256
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A