Date Received: 2022-01-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home loan and it was sold to NewRez XXXX XXXX on XX/XX/XXXX, with the next county tax payments due within 30 days of sale. In the onboarding process, NewRez failed to check tax status, so in XX/XX/XXXX, I received a tax default notice from XXXX County, IL that payment was past due, and on XX/XX/XXXX a second installment was due. Contacted New Rez and they sent both payments, but evidently took too long, and the delinquent interest was insufficient or tax parcel ID didn't match, as XXXX XXXX rejected and returned the payment. Evidently, XXXX doesn't employ at tax service to ensure payments? Again in XXXX, I received a second default notice from XXXX XXXX that both 1st and 2nd installments were now past due with additional interest by XX/XX/XXXX. I contacted NewRez again and on XX/XX/XXXX they paid both installments. On XX/XX/XXXX, I called XXXX County to check the status, and neither payment had been received, so to stop additional action, I paid the entire bill out of my own funds {$4000.00}. On XX/XX/XXXX after XXXX County did not show a tax refund overpayment on my parcel for the NewRez payments, I contacted NewRez and informed them I want the following actions taken :!. ) What happened to my tax payments and where have they gone? XXXX County has no record of receiving the XX/XX/XXXX payments 2. ) I want immediate reimbursement of the full amount of taxes and interest I just paid on XX/XX/XXXX {$4000.00} XXXX. ) I want my escrow account requirement suspended and all escrow funds returned to me immediately. I will pay all escrow-related items, as you have proven over the past year to be incompetent at handling them. XXXX. ) As a former Servicing Compliance Executive at XXXX XXXX, I will be filing formal complaints with CFPB, XXXX XXXX ( mortgagee ), and my Congressman. They still haven't responded other than an email that they received my initial request How can CFPB let the three worst servicers in the nation, XXXX, XXXX, and NewRez combine into one giant servicing operation?
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IL
Zip: 60657
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am writing to inform you of an unfortunate and unethical situation that happened to me and i wanted to know if there was anything that could be done to assist me in this matter. i owned a property on XXXX XXXX XXXX. XXXX, NY XXXX that was subject to foreclosure proceedings. I was greatly impacted by the pandemic and unfortunately i was unable to keep up with the mortgage payments. I, reached out to the mortgage servicing company ( Shellpoint Mortgage/ NewRez LLC ) to explain my situation and to work out a short sale. I provided all the hardship/assistance documents requested by Shellpoint Mortgage and as of XX/XX/XXXX we had a fully executed contract for a short sale. Shellpoint Mortgage and XXXX XXXX intentionally delayed the short sale approval multiple times and subsequently sold my house at an auction on XX/XX/XXXX ( 5 months after we submitted a fully executed contract ). I consulted with a foreclosure attorney regarding this matter and we are submitting a motion to have the sale rescinded, however, this would be done at the discretion of a judge and according to my attorney we have a slim chance of this happening. Please look into this matter and let me know if there is anything that can be done to have the auction sale in question rescinded so that we may complete the short sale.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10468
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had a loan modification due to XXXX. I was told to start making my payments on XX/XX/XXXX which I did. However the modification didn't close until XXXX. The did not apply my payments correctly because of the delay with the modification. They keep reporting me behind on my mortgage when I am not. I have been told twice this was corrected but once again it was reported on XX/XX/XXXX to XXXX that I am behind XXXX dollars. I am i the process of a HELOC and they have damaged credit and caused the loan to be denied. please see emails from XXXX attached Thank you, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29615
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Hurricane Sally hit my home. We have been working for over a year to settle with insurance. I'm sorry I don't have all of the dates, but NewRez should have a log of all of my calls. XX/XX/XXXX, I received a check from my insurance company. There were 4 parties in the XXXX : line. I sent the check to several of the parties for endorsement. After having the check for several weeks ( getting endorsements ), I sent the check via XXXX to NewRez, LLC 's Loss Draft Department in XXXX, MI. This is my first home owners claim and did not know the " typical process ''. I had not endorsed the check because I had not received any instruction from them at this time that I needed to do so. After not hearing a response for some time, I received notification from XXXX on XXXX XXXX, XXXX that a package being sent to me was damaged in shipping and being returned to the sender in XXXX, MI After several calls to NewRez with no updates, I was able to call NewRez Loss Draft department on XX/XX/XXXX and find someone that finally notified me that the check had been damaged in shipping, where it was being returned for me to endorse. At this point, I informed NewRez that I wanted to go ahead and take the 1st draw and uploaded all documents. The only outstanding document was the physical check that was damaged and being reissued. I had the check reissued by the insurance provider and endorsed by all parties ( with additional shipping costs at my expense ). On XX/XX/XXXX the fully endorsed check ( minus NewRez ) was sent via XXXX with tracking number : XXXX. This fulfilled the requirement of having all of the documentation they needed for the first draw. Sometime around the delivery date ( confirmed by XXXX tracking number ) I called and/or emailed NewRez and they told me they had not received the check and to wait 48 hours. XX/XX/XXXX I again called NewRez and was informed the check was uploaded to the wrong account or claim and that the process timeline would start fresh as of this date. I have lost track of all of the call dates, but the 1st Week of XXXX I called and was told the initial draw check is being processed that it takes 3 days to clear the bank and 10 business days for mailing. Of course this led into the XXXX and XXXX XXXX 's holidays, so 10 business days was much longer Today XX/XX/XXXX - I called and the draw amount has not been issued. From my perspective I have been overly patient with NewRez. The communication is only in one direction, which is me requesting information from them. They have applied misinformation and delay tactics and extremely poor customer service. I've been dealing with the repairs of Hurricane damage for a year and a half and have come out of pocket for all repairs to date. Now my contractor is threatening to walk off if I can not provide his with a progress payment. I later received the damaged check via XXXX. It was mailed in a paper envelope ( copier paper thin ), with no protection or security measures, typical of mailing a {$100000.00} check across the county, serving to protect the information. I speculate that this is how the original check was mailed and why it was damaged initially. In addition, I am being charged $ 60/draw to have progress inspection made on my property. The inspector did not even come out himself and required me to take photos of the repairs. NewRez was not even my mortgage provider when the hurricane damage. The mortgage was sold off to them after the date of loss. I had no agreements with them to hold my insurance settlement or pay $ 60/draw for an inspection that didn't even occur. The " inspector '' requested 26 photos. I can not send that many attachments in a single email, so I uploaded to a XXXX XXXX and gave him access. I was informed that he could not use a XXXX XXXX, so I had to send 26 individual emails with a single attachment each.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In Claim XXXX - XXXX XXXX XXXX took over for XXXX XXXX. XXXX XXXX falsified to consumer finance protection bureau that I did not make my three trial payments in XXXX, XXXX, and XXXX. She still does not address the underlying facts because the facts are not on their side.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is an addendum to yesterday 's closure of the complaint after speaking with someone familiar with Foreclosure law. Shell Point Mortgage is in violation of Michigan law for the following reasons 1. Michigan law states that 15 days before a notice of foreclosure is sent to the newspaper. The sheriff must post on the property a notice of foreclosure as of XXXX am est on XX/XX/2022 no notice has happened the first newspaper notice was placed on XX/XX/XXXX or around that time. Which shows they don'tcare about the laworconsumer rights. 2. I have asked them numerous times to contact me so we can discuss this they have not responded. 3.The website says we are in forbearance or foreclosure which is it. We are adding this to our MI AG Complaint
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: On XX/XX/2021 I sent a letter to the XXXX XXXX department for Shell Point Mortgage regarding inaccurate items on my credit report regarding my payment history. It has now been 75 days and I have yet to receive a response back regarding the update of payment history with this company. This has caused me so much distress, because I am unable to apply for new credit with a " 60-Day Late '' status on a Mortgage account, as this is highly frowned upon. I demand that these accounts be quickly brought current.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX mortgage company placed my mortgage into deferment/forebearance in XXXX of XXXX without my consent. I addressed that I had been affected by the virus but was able to stay on top of my mortgage for a time with savings. I asked to be removed and to save the option for when it was needed. After exhausting all options I requested forbearance in XXXX. It was granted but the company advised I was previously entered and they had not yet updated my information. Their account XXXX XXXX XXXX got in touch with me and advised I would start fresh and my account was updated to reflect I had a XXXX year forbearance allowed as a result of being affected by covid. My business and income sufferred as did my clients. The forbearance was to start from XX/XX/XXXX to XX/XX/XXXX. I was required to request and extension every XXXX months. When I requested the final extension it appeared to go through online as usual. However, I sold my home in XX/XX/XXXX and my credit was severly damaged in XXXX after a 30 day late on my mortgage was added to my credit account. XXXX XXXX never updated my account to show the correct forbearance dates. And now that my account has been completely paid and up to date, they advised it is closed and they can no longer see the notes or fix it. In fact, they even sent a letter to my home after the fact advising my home would be short sold. This is horrible! The company has failed to correct and error and now my credit is suffering and it impacts the purchase of our new home. Our family has no place to go. How can the lender be allowed to do this? Never was I called or a certified letter sent to inform me of this. It was an error on their part and even though I have asked them to investigate and repair it- they deny having made any error and refuse to delete the negative credit item. I provided them with the email requesting the details and the account XXXX who stated this would be resolved and my forbearance reestablished for the year ( as needed XXXX months at a time ). Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to the pandemic my husband experienced financial difficulties and we started paying our mortgage and we became delinquent. We were only offered a deferment or forbearance plan and we requested a modification several times. We were assessed late fees and other charges while being in forbearance and they have done that in the past with my mortgage account. Shellpoint has also improperly reported my credit standing which prevented me from refinancing my mortgage loan. Shellpoint has violated RESPA, FDCPA and FCRA at my expense.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07508
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Sent Tender of Payment along with Notice of FIDUCIARY OBLIGATIONS ( Attached ) endorsed by the beneficiary. UCC 3-603 Tender of Payment : 3-603. TENDER OF PAYMENT. ( a ) If tender of payment of an obligation to pay an instrument is made to a person entitled to enforce the instrument, the effect of tender is governed by principles of law applicable to tender of payment under a simple contract. ( b ) If tender of payment of an obligation to pay an instrument is made to a person entitled to enforce the instrument and the tender is refused, there is discharge, to the extent of the amount of the tender, of the obligation of an indorser or accommodation party having a right of recourse with respect to the obligation to which the tender relates. Instrument was not returnedthereforedischarge has occurred. Shellpoint Mortgage entered into a Trust relationship by accepting the instrument. They have not performed. This could be misfeasance and/or malfeasance of office.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A