Date Received: 2022-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Worst mortgage company I have ever dealt with in my life if I could give them a negative score they would have it! The mortgage company constantly adds insurance to my account despite me already having insurance from the closing date. They also like to add escrow to your account despite me being exempt due to me being XXXX percent XXXX Veteran. Since they are a debt collector they will make your personal credit account 60 plus days delinquent for taxes that will show you aren't paying your mortgage even though you are posting payments that were never due and ruin your credit. They also take months 4+ months to fix the problem while you are stuck dealing with rude employees and managers that like to frequently hang up in your face. They never fix a problem in a timely manner they lose paperwork or don't document it properly which always effects your credit negatively. Worst of all I didn't even choose them as a mortgage company they brought my mortgage they will not contact you at all you if they have an issue with your account.They will illegally add incorrect payment status balances to your credit without even trying to speak to you. These practices are very predatory and prey upon individuals who would just pay for it without thinking be wary of a lot of late fee charges. No matter how many times you call or who you speak to nobody can speed up the process.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 78254
Submitted Via: Web
Date Sent: 2022-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home in XX/XX/XXXX. My mortgage was with NewRez. My monthly payment was about {$2000.00} per month with a rate of 4.25 %. In XXXX, when rates dropped they contacted me to refinance. My estimated rate was 2.875 % and the estimated mo payment was {$1800.00} including the escrow. I knew I could afford this. Unfortunately for me, the loan closed in XXXX XXXX. For some reason, the school taxes due XX/XX/XXXX were not paid even though they had escrowed for this payment. As a result of the taxes not being paid on time, the school taxes were re-levied or incuded onto the town and county tax bill for XX/XX/XXXX ( plus interest and penalties ). So when they did the escrow analysis, they incorrectly figured the school re-levy as a " regular payment '' for XXXX taxes. I explained this all to them and sent them historical tax bills and copies of the current tax bills which clearly states the school taxes were re-levied. Because of the escrow " shortfall '' they more than doubled my escrow {$830.00} to {$1900.00} per month. My total mo payment is now {$2900.00} per month!! The escrow balance is currently {$650.00}. If we add {$1900.00} x 5 months ( XXXX ), the escrow balance in XX/XX/XXXX will be {$10000.00}. Assuming a school tax pmt of {$7000.00} ( School taxes in XX/XX/XXXX were {$6600.00} ), this leaves an escrow surplus of {$3200.00}. Divide this by 12 and that's a least a {$270.00} reduction they should be applying to my escrow payment NOW. The current monthly pmt is {$2900.00} is not sustainable long-term. My mortgage escrow needs to be adjusted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2022-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, I have submitted all my paperwork for a loan modification and the company keeps saying I need to resubmit the same documents. I asked if I can pay my loan down and they said not until I am approved for their loan modification. It has been months and my credit score keeps dropping drastically because they are reporting missed payments at Shellpoint. I asked for an update on XX/XX/XXXX ( via email ) and it has been over a week and they keep leading me astray. Please help in this regard as I am trying to receive more information about my home. I suffered a XXXX XXXX because of Covid and the pandemic, but I am looking for options with my mortgage. Thank you!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91605
Submitted Via: Web
Date Sent: 2022-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-21
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: An inquiry was made on my XXXX credit report on XX/XX/2021 by a company called New Rez. I did not authorize this company to inquire on my credit report for any reason. I believe this inquiry was placed fraudently by someone trying to use my credentials to apply for credit under my name. I am requesting that this inquiry be removed or deleted from my credit report. I was alerts of a social security breach my XXXX Bank and my personal Information was reported to have been found on the dark web. I am requesting for this inquiry to be deleted/removed from my credit reports with XXXX XXXX and XXXX immediately.
Company Response:
State: AZ
Zip: 85006
Submitted Via: Web
Date Sent: 2022-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage is through New Rez and my homeowners insurance is through XXXX. New Rez did not pay our mortgage insurance premium and we were not notified by either party. We contacted XXXX to find out what happened and they said they canceled our policy and that they will not open it back up with New Rez because of the frequency and number of late and no payments from them. They said we can restart our policy but it won't take affect until XXXX. We currently have no mortgage insurance because of this issue. I attempted calling New Rez XXXX times yesterday and sent a message via their site and have not been able to contact anyone. Under article XXXX, they are not in compliance and I want to pursue damages and a refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98684
Submitted Via: Web
Date Sent: 2022-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: My mortgage company reported me as delinquent even while on COVID workout for a modification right after a COVID forbearance. They told me ( after I noticed a XXXX point credit score drop ) there was no way I could avoid it without paying the entire outstanding balance ( which was getting rolled into the loan via a COVID workout loan modification ). This is unjust, immoral, and greedy inhuman behavior. They ruined my credit score and perfect payment record because of a self-enforced set of rules that I had no control over. Throughout the COVID forbearance, I asked and was told many times that there would be no negative repercussions for being on the forbearance or for the loan modification. They refuse to provide me with phone recordings of the conversations. XX/XX/XXXX, spoke to XXXX XXXX, made escrow payment, advise on repayment options/loan mods, etc XX/XX/XXXX, spoke to XXXX, made escrow, made mention of plans to do loan modification. XX/XX/XXXX, spoke to XXXX, wanted to make sure was still on COVID forbearance, made escrow, mentioned desire to do loan mod XX/XX/XXXX, spoke XXXX, escrow only payment XX/XX/XXXX, spoke to XXXX, escrow only payment, went over COVID options, wanted to do mod, still on forbearance XX/XX/XXXX, spoke to XXXX XXXX, escrow payment, went over deferment loan modification, wanted to do mod, referred to XXXX XXXX notified ). XX/XX/XXXX, spoke to XXXX, wanted to go ahead and do modification, streamlined. Had to order updated value, takes a few days ( $ XXXX ). XXXX said a few days to get value back. XX/XX/XXXX, spoke to XXXX, returned results, submit mod for approval. XX/XX/XXXX, mod submitted on this date to supervisor, XXXX ( or team ) XXXX XXXX XX/XX/XXXX XXXX XXXX sent out for Mortgage insurance caused delay, sent out and response on XXXX XX/XX/XXXX XXXX resubmitted back to supervisor team 48 hours for approval ( weekend in between ), standard Actually took 4 business days ( not including XXXX ) XX/XX/XXXX, everything was approved for loan modification. Needed MI approval also ( done for XXXX ), XXXX approved it. I was not notified until XXXX A month where nothing happens, XXXX XXXX ( supervisor ) says about XXXX XX/XX/XXXX, letter offer sent for trial XX/XX/XXXX, I called in, spoke to XXXX, confirmed modification was approved to start XXXX told me XXXX is an interim month before the trial, no payment is due, trial payments start in XXXX ( XX/XX/XXXX ) Not asking for payment at that time, In reference to the XXXX interim month President Biden has not actually declared the COVID emergency over as of XX/XX/XXXX. I was deceived by Shellpoint/NewRez and penalized for following the rules. I have submitted several disputes to Shellpoint with no resolution. Until today ( XX/XX/XXXX ) I have not even been able to view responses because they delete them before I can. I have filed disputes with each of the three major credit bureaus however my understanding is they just go ask Shellpoint for the same information again and don't resolve it either.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01886
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Lender " Shellpoint/NewRez '' Loan # XXXX has incorrectly calculated my escrow analysis. They have raised my payment by ~ $ XXXX. This is related to a forced placed master insurance policy that was never needed. My building is a XXXX XXXX high rise condo that has always had up to date insurance. They did not do a good job working with my HOA to collect the information manually. I have been trying to get NewRez to recalculate my escrow analysis prior to my XX/XX/2022 payment ( which shows the increased payment ). They have not responded to me via messaging on their site. I chatted with their online tool and was told that they will escalate but it could take 30 days to review. This is unacceptable. Please help. XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IL
Zip: 60647
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I went on the government forbearance program in XX/XX/XXXX and stayed on the program until XX/XX/XXXX. I began the process of exiting forbearance with my current loan servicer XXXX XXXX. At that point we negotiated everything regarding my current payment, the forbeared amount and the structure of the new loan. My loan was then sold at this critical point to a company named Shellpoint mortgage and I began talks with them in XXXX of the same year. They did not have any record of the agreements formerly made and furthermore reported that XXXX XXXX had charged me XXXX in erroneous escrow charges for which there was never any escrow funds enabled on the mortgage since its inception. Shellpoint has proceeded to place me in a default position, not honor any forbearance measures and immediately put a XXXX late on my credit report. I finally came to an agreement with ShellpoinXXXX stating that if I immediately pay back the forbeared amount, totaling more than XXXX, they would revert the escrow charges and the payment would resume back to my normal contracted amount and finally they would remove any negative reporting on my credit. They did offer me a modification payment that amounted to thousands in extra charges and me admitting my mortgage was behind while I made 3 monthly payments of an amount they calculated. I chose to pay back the forbearance monies and now they can not find my dispute documentation while they happily collected my wire transfer. Currently they are still trying to charge me over XXXX a month in escrow payments which has no calculus relating to my actual mortgage, still saying I'm 22 months late on my mortgage and credit history and are extremely slow to respond to inquiries and reluctant to return my phone calls.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: UT
Zip: 84070
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint sent a letter and did not give a breakdown of the trial payment amount. How my payments from 2021 were broken down. In the letter, they tried to change my third trial payment from XXXX to {$1300.00}.
Company Response:
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX and my wife is XXXX XXXX, last XX/XX/2021 we purchased XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX a single family home for our primary residence with our XXXX children. At the time the monthly mortgage payment that the New Rez mortgage broker presented to us was $ XXXX. The mortgage broker did not include all of the insurance costs before closing so now our current mortgage payment is just below {$2000.00} a month. The error was that in NC they separate out wind/hurricane insurance from all other perils and you have two policies for one home. The broker took the cheaper of the two policies that were sent to her via email ( see attached documents ) and did not include the higher cost wind/hurricane insurance, and that is where the error occurred. I guess with the broker not working in NC and not being familiar with NC laws is the root cause. We called New Rez, but they said there was nothing they could do, and expect us to pay for this error by their mortgage broker for the next 29 years at 3.5 % interest compounded. We are now filing this complaint in hopes that NewRez will work to make this right. I have below the contact information for the NewRez and the broker we worked with. New Rez NMLS number is XXXX. XXXX XXXX XXXX XXXX XXXX XXXX # : XXXX | XXXX # : XXXX Licensed in multiple states XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, # XXXX, XXXX, XXXX XXXXXXXX XXXX : XXXX ( ext. XXXX ) | cell : XXXX fax : XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A