Date Received: 2024-01-08
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I am trying to set up some systems with my mortgage holder, XXXX. They bought my mortgage from XXXX XXXX in mid XXXX, and since then I have been unable to contact them. Their phone number is incorrect and results in a failed call. They also claim I have an outstanding debt on my mortgage which I don't ( and never have ). They do not answer emails, and the live chat disconnects you after a few moments. I have read other reports that they change aspects of the loan agreement without contacting the client. There is something XXXX wrong with this company, and as they can not be contacted, this is a disaster waiting to happen. Please, please look into this. This is a high stress situation for something as simple as paying for a mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90045
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Shellpoint Mortgage Servicing has made many adjustments to my mortgage loan without explanation of the changes. On XX/XX/XXXX, a letter was received that Shellpoint imposed lender-placed wind insurance on my property. The annual premium for the lender-placed insurance is {$2700.00}. Shellpoint Mortgage Servicing paid a disbursement for this premium on XX/XX/XXXX of {$1100.00}. On XX/XX/XXXX, documentation was given to Shellpoint Mortgage showing proof of wind insurance from my HOA. Shellpoint only issued a refund of {$230.00} to my escrow account. Shellpoint XXXX then completed an escrow analysis on my property increasing my mortgage by almost {$300.00}. Shellpoint did not give an explanation for the initial disbursement payment ( dates of coverage, how the number was obtained, etc. ). Below are current questions/issues found with the errors that should be clarified/fixed : Shellpoint Mortgage did not give information about the premium being disbursed Shellpoint Mortgage gave an incorrect refund amount after proof of insurance was provided. My property is a townhome, which Shellpoint mortgage is aware of, and which the HOA covers wind insurance. Townhomes are covered under an HO-6 policy. The mortgage sold by XXXX XXXX to Shellpoint Mortgage, did not require wind insurance yet Shellpoint Mortgage requires wind insurance with no explanation. I have been asking for information for about 4 months now and still have not received any information. I sent a notice of error on XXXX XXXX with no further response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I live in a condo ( apartment ) with a purchase money mortgage serviced by NewRez. We have had this mortgage since XXXX and have always provided the servicer with proof of our condo owners insurance policy. For the first time, in XX/XX/XXXX NewRez asked for proof of the HOA umbrella policy. Once I understood what they were asking for I submitted a copy of the policy via the website as directed in early XXXX. When I called NewRez on XXXX XXXX the rep said there was no record of me having submitted it, so I submitted it by email as the rep directed, to XXXX XXXX XXXX XXXX I chatted with a customer service rep on the website who said there was no record of me having submitted it so I emailed again, this time as they directed to XXXX XXXX XXXX. When I logged in again today ( XXXX XXXX there is no record of the insurance on my account, and NewRez continued to bill us {$130.00} per month in force placed insurance. I emailed proof of the policy again to all three addresses today and begged them to either confirm receipt or let me know what the problem is.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19143
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: New Rez purchased our mortage from our previous lender in XXXX. Our outstanding balance is currently under {$11000.00}. We received a letter dated XXXX XXXX XXXX in the mail on XXXX XXXX XXXX stating it was our " second and final notice that New Rez didn't have a copy of our hazard insurance and they planned on buying insurance for our property at a cost of {$2800.00}. '' This was the first letter we had received and we received it 11 days after it was dated which seems suspect. Upon opening, we immediately uploaded both our HOA and personal insurance on our property to XXXX XXXX XXXX XXXX XXXX XXXX as requested. Our insurance policies have never lapsed. After uploading our insurance documents to the XXXX website as requested, we did not get a confirmation number or email, but a comment telling us that they'd let us know if there was an issue with transmission ( this seems odd ). We never heard there was an issue with our transmission so we assumed they got what they needed. However, I was very bothered by this threatening letter so I tried to email them that evening. They didn't have an email but a form I could fill out on their website so I filled it out letting them know we'd always had insurance, that we received one letter in the mail on the XXXX and had uploaded the documents. I asked them to please follow up and let me know they got our insurance documents as we were not going to be paying for insurance they purchased and never needed. I never received a follow-up from New Rez. Today, XXXX XXXX XXXX we received a letter dated XXXX XXXX XXXX stating New Rez has bought insurance for our condo and will bill us for it. Again, we received their only letteXXXX XXXX XXXX and uploaded the documents to their third party website. There is a phone number on the letter so I plan to call them on Monday as their office is closed but I am very upset. This company seems incredibly dishonest. In fact, I read another complaint from another customer where this same situation happened. It also appears there are many class action lawsuits against them. I login in to New Rez 's website at least once a month to pay our mortgage and the request for insurance never showed up on their website. They never called or emailed us. Instead, we got one letter in the mail 11 days after it was supposedly written letting us know it was our second and final notice to provide proof of insurance before they buy insurance and bill it back to us. Upon receipt of the letter, we did exactly what they asked of us and now they have written to tell us that they've purchased {$2800.00} insurance on our remaining {$10000.00} loan and will bill us for it. This is not reasonable but egregious. Terrible dishonest company!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Date Series of events ( XXXXXXXX XXXX XXXX XXXXXXXX ) XXXX XX/XX/XXXXXXXX XXXX Hurricane Ian - home unlivable due to flood and wind damage XXXX Shellpoint loan forbearance offer XXXX XXXX XXXX XXXX loan payments delayed with the understanding of deferment to follow ( add missed payments to the end of the existing mortgage loan ) XXXXXXXX Shellpoint request for information re : loan deferment XXXXXXXX XXXX hardship letter submitted XXXX Shell point requests more information XXXX Shell point requests more information XXXX XXXXXXXX XXXX hardship letter revised ( more detail ) XXXXXXXX Shell point mishandled our document submission - resubmitted XXXX Shell point denied deferment due to Incomplete case file aged over 90 days - we stated that it was Shell point 's slowness that caused the open file XXXX Shell point requested additional current info and continued deferment processing XXXX Shell point countered the deferment ; offered loan modification ( higher interest rate ) ; we said we want them to finish the deferment approval XXXX Shell point re-submitted all deferment file to the investor for review XXXX Shell point requested new/current bank statements XXXX Submitted requested new/current bank statements XXXX Shell point said to disregard previous Incomplete Notice XXXX Shell point informed us that they have re-submitted deferment request and the process would require 5 days XXXX Shellpoint informed us that the deferment request continues but declares the loan is now delinquent XXXX We received a XXXX credit alert that Shell point reported us as delinquent ; Shell point did not communicate with us that they were preparing to report us. Had we known, we would have immediately paid the approved forbearance amount ( see XXXX XXXX event ) XXXX We emailed Shell point that we have made all post forbearance mortgage payments timely ( XXXXXXXX XXXX ) ; Shell point 's protracted deferment process is the root cause of their system delinquency XXXX We emailed Shell point requesting removal of their negative credit report XXXX We paid the arrears in full and emailed Shell point that we no longer trusted them XXXXXXXX We submitted a complaint to Shell point management, as instructed by XXXX, and were told that a Supervisor would contact us ; no Supervisor has contacted us as of this date XXXX Shell point informed us that they had the right to report our delinquency and did not accept responsibility for the time lag ; in their letter, they mentioned that the deferment process was ongoing when we made the arrears payment XXXX XXXX XXXX XXXX I spoke to XXXX. We've continued our timely mortgage payments for the past 4 months. We hoped that Shell point would take notice that we are not a credit risk. I asked her how we can pray for Shell point relief related to the two late payment notices on our credit report. We have learned that my XXXX score has suffered greater than XXXX points due to the two late payment credit reports. She said to submit our request to Loan Services. XXXX Shell point provided a letter restating that Shellpoint had every right to report the two late payments. However, Shell point did not address the single central issue. They admit that our request for deferment was active and being reviewed. Without notice, while we were waiting for their decision, we were reported as being late. We were not told that the deferment would require late payment notice to the credit bureaus. XXXX XXXX I spoke with a Shell point representative. I explained that the issue of being late was due to Shell point, not us. We were waiting patiently for Shell point 's decision to defer the payments. The 2 late payments were Shell point 's fault, not ours. I was provided a Case # XXXX and told I could call back for status updates. A new review would require 2-3 weeks. I do not believe that Shell point will understand and accept blame. Shell Point did not inform us of their intention to file late payment credit reports while participating in their forbearance/deferment program. Shell Point invited us to participate in their programs. Shell Point is to blame for our 2 late payments and Shell Point has yet to address this issue nor accept responsibility and blame.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33914
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Newrez LLC is serving my loan. They requested me to provide home insurance for my condo. I provided insurance proof as requested twice. The first time I submit the proof through submissing link they provided, they didn't reply ( around XX/XX/2023 ). The 2nd time I called and sent the proof to the representative and was told I was all set ( XX/XX/2023 ). Now I found they still saying I am not having active insurance. They sent an insurance payment from my escrow account for a lender placed hazard insurance ( I already proved I have an active one ) and asked me to pay for the cost ( dated XX/XX/2023 ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95070
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My mother passed away in XXXX of 2022. She left the home to me after I gave up my home to help care for her in her final days. The company intentionally refused to provide any information regarding a supposed mortgage on the property. When I called to make payments would not tell me what the mo thly mortgage is. When XXXX called to assist with the mortgage they refused to cooperate with them as well. They are now sending people out to harass me, a year and a half later, and actively trying to forclose on the home, without cooperation or accepting payments. I am a XXXX single mother of XXXX who also has a son who has a XXXX XXXX. I do not know why they would knowingly attempt to make us homeless when we were trying to work with them. When I spoke with several people, they can not find any proof that this mortgage even exists. So either they have paperwork issues, or they are an extremely corrupt company who targets people when tragedy strikes. Either way, they are in the wrong.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44060
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: We sent an additional {$4100.00} in payments since XX/XX/29 and our trying to figure out a way to work out this balance since we believed we were already doing that. We sent two payments on XX/XX/29 for {$2100.00} and {$1000.00} we also sent an additional {$1000.00} on XXXX. We want to stay in our home we have never stopped paying and have been trying to get caught up. the papers they say they previously sent i did not receive. I have contacted loss mitigation by phone and email. We had a person contact us with his extension and that is who we have called and emailed. We have not gotten a response
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12553
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Reporting late payment on credit report. Shellpoint mortgage repost late payment on credit report. XX/XX/XXXX of 2023 and XX/XX/XXXX of XXXX.No action was taken they would not remove it. XXXX XXXX amount XXXX report late after stating that the loan can be push back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: I sold a home at XXXX XXXX XXXX, XXXXXXXX XXXX XXXX on XX/XX/2023. See attached. The title sent the payoff to the bank XXXX and it was rejected. See Attached. They have been paid off and have been harrassing the living daylights out of me. I have emailed and spoken to countless people at Newrez and they refuse to ackowledge ANYTHING. I am wits end. This is total bullying and harrasement!
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A