Date Received: 2021-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A payment I made was never applied to my mortgage. In XX/XX/XXXX, my loan was transferred from XXXX XXXX to Shellpoint. I didn't receive communication about this transfer so my automated payments were still going to XXXX XXXX. I sent payments to XXXX on XXXX and XXXX each in the amount of {$2800.00}. I obtained proof from XXXX that they forwarded this to Shellpoint on XX/XX/XXXX and XX/XX/XXXX, respectively. I have XXXX tracking numbers for each and screenshots of the tracking that both were received by Shellpoint. Shellpoint acknowledged to me on the phone that they received the XXXX payment but not the XXXX payment. I have reached out to Shellpoint twice where they told me they would to investigate this, but have never followed up with either investigation into the missing XXXX payment Separately, my loan was transferred to XXXX in XXXX where I've needed to cover the missing XXXX payment to avoid defaults and so on. I've attached the following documents : - proof of my XXXX payment leaving my XXXX account - proof of my XXXX payment leaving my XXXX account - proof from XXXX that they sent these payments to Shellpoint with tracking numbers- XXXX screenshot of the tracking number for the XXXX payment received by Shellpoint - XXXX screenshot of the tracking number for the XXXX payment received by Shellpoint
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: We purchased a home XX/XX/XXXX. Every payment was made on time. On XX/XX/XXXX my wife and I got XXXX. We have an online XXXX XXXX, the industry shut leaving us no way to produce XXXX. On XX/XX/XXXX I applied for a mortgage forbearance. Since I thought it would take some time I went ahead and paid XX/XX/XXXX. The forbearance was approved. Unbeknownst to me they started it in XXXX rather than XXXX, XXXX and XXXX. I didnt need the forbearance for XXXX since it was paid. I have made payment on time every month since the forbearance. They are now showing my account to be 30 days late and are charging me late fees. My credit score went from the high XXXX 's to the XXXX 's. My credit is impeccable I have not made a late payment in over 20 years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08859
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/21 I paid a single upfront premium at closing for our PMI of {$2800.00}. Since closing i have paid all mortgage payments on time. On XX/XX/21 I made a {$22000.00} payment towards my principle to so that our LTV was at 80 %. On XX/XX/21 I submitted a request to cancel our PMI and request a refund for a prorated amount of the prepaid PMI premiums. On XX/XX/21 I received a response to my request and that a PMI cancelation authorization form would be sent via mail. After waiting a few weeks, i reached out to Newrez 's customer support to inquire when i would receive this letter in the mail. I was first told that they would research and to call back in 5 business days. When i called again, i was told they would resend the letter and to call back in 5 days. After some additional attempts, on XX/XX/21 i was told that the PMI was canceled but that i was not entitled to a refund because the Mortgage Insurance Certificate labeled it as " Non-Refundable. '' After more research on the Homeowners Protection Act, i called again on XX/XX/21 to dispute their finding, and spoke with XXXX, and then XXXX telling them I never received a formal letter rejecting my cancelation request, or received the PMI cancelation authorization form mentioned in their initial email response. XXXX said that she would put it in for additional research and that they would send me a letter within 7-10 business days. On XX/XX/21 i still had not received a letter or other response from Newrez and called them. I spoke to supervisor XXXX XXXX and again expressed my frustration and that i believe that who ever is reviewing the request is not appropriately applying the Homeowner 's Protection Act and the return of the unearned premiums. I asked to speak to someone in that department but was told that was not possible but that she would try to connect with that department and explain what was happening. She also gave me her contact information. On XX/XX/21 i received an email from their loan servicing department stating that the cancelation note was an error in their system and that the MI Certificate was a single premium paid upfront for the life of the loan and with no refund option. And that even if the XXXX carrier allowed for the cancelation, that i would not be entitled to a refund. There was no option to respond to this email, and when i called the number provided to me by XXXX XXXX, i received a busy tone. Again I feel that they are not properly applying the Homeowners Protection Act when reviewing and evaluating my cancelation request. I am filing a complaint with the CFPB as i do not feel further attempts to communicate with NewRez 's customer service will achieve different results.
Company Response: Company believes complaint is the result of an isolated error
State: SC
Zip: 29707
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1.I live in XXXX County Oklahoma XXXX NEW REZ ACCOUNT NUMBER XXXX 2. in XXXX of XXXX The tax assessor accidentally sent the tax bill to my mortgage company for a parcel which is not part of the mortgage. I always pay that bill in full because that parcel is not mortgaged. 3. In XXXX when the NEW REZ mortgage company reviewed my escrow payment they included that parcel ( WHICH IS ONLY {$130.00} PER YEAR ) 4 .They raised my monthly mortgage payment by over {$100.00} per month!! No way can this be accurate even if they spread {$130.00} over 6 months. Because I had that parcel for sale I did not immediately call them about this. 5.Th e land was listed for sale in XX/XX/XXXX and closed XX/XX/XXXX! 6.I have tried for two months to get this payment corrected but have not received any personal call about it. Just ROBOTS ROBOTS ROBOTS! 7. They have not changed my mortgage payment! ACCOUNT NUMBER XXXX
Company Response: Company believes complaint is the result of an isolated error
State: OK
Zip: 744XX
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: -- -- -- -- -- -- -- -- -- >URGANT Auction Schedule XX/XX/XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX, 2021 In XXXX, complete the loan modification application payment trial payments and signed a public notary for completing the loan modification. XX/XX/2021 I attempted to making a payment, however the automated payment system did not allow the transaction to go through. Shell Points reason was because there had been a mistake, on their side, on the loan amount by one cent, in addition, I would have to resign the notary documents once more. They stated, one month after signing the notary its considered processing time, so I wouldnt have to make the payment at all. They said I would have to wait for the documents to arrive, and that they would have to make a new order for the notary to me with me. XXXX, 2021 After two weeks of waiting for the notary, I called Shell Point and to see when the mobile notary will contact me. They checked their system, only to tell me that the order did not go through and will have to make a new request. XXXX XXXX, 2021 I attempted multiple times to contact them by email and phone to arrange an appointment with the notary, but they never provided me with a set data and time to meet with the notary. XXXX XXXX, I made another attempt to contact ShellPoint to schedule an appointment with the notary, they said that my point of contact will reach out me. My relations manager, XXXX XXXX XXXX, asked me if I can get the documents notarize myself. They stressed that the notary MUST come from ShellPoint, I didnt feel comfortable with that arrangement, so I made a call to request a face-to-face appointment with the mobile notary. After finally being able to reach out to the notary, I was told the request for the notary was canceled and that I would have to call to schedule a new request. Additionally, I was told that I would have to restart the loan modification process for a second time because I didnt sign the notary documents on the same date the mobile notary arrived at my house. ( I was not available at my home at that time. ) A ShellPoint representative told me that I would have to restart the process and all my information would be updated over the phone, and if there was anything missing the point of contact, Mrs. XXXX will contact me. XXXX, 2021 I called ShellPoint to check on the status on the new loan modification paper work that hadnt arrived yet ; another representative said there was no request, so I had to apply again for the second loan modification over the phone. Again, I was told that Mrs. XXXX will contact me between 10-15 days for any missing documentation. After XXXX weeks, I reached out to my Relations manager because I still had not received any loan modification application paperwork ; besides my regular billing statement from ShellPoint. I called and talked to Mrs. XXXX and asked about the loan modification application that was supposed to be sent out since XXXX. During our conversation, Mrs. XXXX seemed fully unaware of my situation, and was not able to produce any of my loan information, not even my loan number. After some time, Mrs. XXXX said I would have to reapply for the loan modification one more time because there was no information in their system, however she stated that there was no guarantee that I would be reapproved, since the auction had been schedule for XX/XX/2021. We have been going back and forth sending documents, correcting ShellPoint errors, such as incorrect loan number ( see email correspondence with Mrs. XXXX attached ) Shellpoint has been exhausting time against the auction date. XXXX XXXX has claimed that she has spoken to my HUD Housing Counselor, XXXX XXXX, stating the she has made multiple attempts to contact the homeowners, but the homeowner was not available. But this is false information. XXXX XXXX, or any other XXXX XXXX, has been able to get in contact with her. XXXX XX/XX/2021, We were told that even if we were to send all the documents we will still not be approved because we can not apply for a loan modification two times within a 12-month span. Since XXXX until this date, nobody mentioned that we would not be able to be approved for a second loan modification, nobody presented any additional Loss Mitigation options, and therefore Mrs. XXXX led us to believe that would could still apply for a loan modification. Without any warning any attempts to contact us we got served with an auction notice taped to door, which in the following day got informed from ShellPoint about the auction schedule for XX/XX/2021. On XX/XX/2021, around XXXX XXXX a ShellPoint representative from the Loss Mitigation department, XXXX XXXX, called me asking hundreds of questions attempting to get information regarding the loan modification, additionally, she said that I could file a dispute letter on XX/XX/XXXX, but because of the review process takes time it would be guaranteed that review process would be expedited with my home still being sold on XX/XX/XXXX. They said the only thing I could do is pay my total balance on the house. I truly believe that shellpoint mortgage does want to honor their mistakes and make me pay the price. I file for a loan modification. I passed the trial period for the loan modification process by completing my payment on time. I signed the documents with the public notary. ShellPoint mortgage made a mistake on the loan amount by ONE CENT. ShellPoint had been misleading since XX/XX/XXXX until present time assuring the because mistakes were on their side and we signed the previous documents with the notary and that we are cover and have been taken care of. -- -- -- -- -- -- -- -- -- >URGANT Auction Schedule XX/XX/XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- ----
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92404
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I found a complaint, number XXXX against Shellpoint Mortgage Company . I am currently in an active bankruptcy paying the bankruptcy trustee as well as paying the mortgage company. I had received several statements stating that I was {$15000.00} behind in my mortgage and all having different amounts of what my monthly payment was. I had acknowledged that I missed a payment in XX/XX/XXXX when I paid the Trustee twice in one month and that I was short payment amounts because Shellpoint had sent me the wrong payment amounts on their statements. When I called them to clarify, I was told to pay what was on the statement. Found out later that the Bankruptcy Department is the only department in Shellpoint that has the accurate information regarding my mortgage payment amount. No other department has access to my Bankruptcy file. If I call the general number I get transferred to Lost Mitigation as if I am not in Bankruptcy protection. Shellpoints response to my Claim to the CFPB, was an explanation of why I had received different payment notices but not why the statements kept showing I was behind XXXX. I have several recorded conversations where I have called the Bankruptcy Department about the XXXX and I has been told multiple times to ignore that notice. It is generated outside of the BK Department. After I received the response from Shellpoint regarding the CFPB, I called the BK Department and they clarified that I was not XXXX behind but {$3200.00} because if the missed payment in XX/XX/XXXX and being short on two payments due to being send the wrong statement amount. On XX/XX/XXXX, A notice from the Bankruptcy court that I have a hearing on XX/XX/XXXX where Shellpoint is requesting the stay of bankruptcy to be removed and that I owed {$15000.00}. When I called Shellpoint I got the Los Mitigation department and they stated that they have not received a payment from me since XX/XX/XXXX and I have enclosed my bank statement showing all of my statements to them since XX/XX/XXXX to Shellpoint and then I have all of my bank statements from XX/XX/XXXX that I can send upon request. I believe ever since that I gave notification that I would miss two payments because of Covid in XX/XX/XXXX, that I have since paid back, Ive been dual tracked. I have been in a Loss Mitigation as well as Bankruptcy. If I call Shellpoint right now I am going to be sent to the Lost Mitigation Department and not the Bankruptcy Department. Also, I was told by bankruptcy that Shellpoint Lost Mitigations are charging me fees that they should not because I am in Bankruptcy and not in Lost Mitigation. Theses fees have exponentially increased my escrow account. I want this investigated. Dual tracking is illegal and I have proof that I am not XXXX behind. I need this investigated ASAP.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 90008
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint addresses the calculation of interest charges that NewRez, LLC, has imposed upon the unpaid principal balance of my home mortgage loan ( NewRez Loan No. XXXX ) since XX/XX/XXXX. As a prelude to the information I am providing herein, please be advised that I filed a prior complaint ( ID No. XXXX ) with the Consumer Financial Protection Bureau for interest charges that were errantly applied to my account between XX/XX/XXXX, when NewRez began servicing my home mortgage loan, and XX/XX/XXXX. This prior complaint was satisfactorily resolved and documented in a letter NewRez sent to me, dated XX/XX/XXXX. NewRez included a Loan History Statement with that letter, stating that my unpaid principal balance, as of XX/XX/XXXX, was {$10000.00}, which was consistent with my own calculations. Since XX/XX/XXXX, I have made regular monthly ACH principal plus interest payments of {$670.00} on the XXXX day of each month ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ). Additionally, I have made principal only payments on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( XXXX payments ), XX/XX/XXXX, and XX/XX/XXXX. With the exception of one of the two payments made on XX/XX/XXXX, all of these principal only payments were in the amount of {$670.00}. The other principal only payment made on XX/XX/XXXX, was for {$670.00}. NewRez imposed an interest charge of {$35.00} on one of the XX/XX/XXXX, principal only payments. It is my understanding, as I stated in my prior complaint, that the terms of my loan allow NewRez to impose interest charges only at the time of my regular monthly payment ( ACH transaction about the XXXX of each month ) based upon the outstanding principal amount at the end of the prior month. As a cumulative consequence of NewRez imposing interest on one of my XX/XX/XXXX, payments, I believe that my account has been overcharged {$35.00} of interest since XX/XX/XXXX. I am attaching spreadsheet calculations substantiating my contention. My spreadsheet calculates a current unpaid principal amount of {$350.00}. I am also attaching printouts of my online NewRez payment history after XX/XX/XXXX, showing a current unpaid principal amount, as of XX/XX/XXXX, of {$380.00}. I have attempted, unsuccessfully, to resolve this matter over the telephone with NewRez customer service representatives. During my most recent telephone conversation, on XX/XX/XXXX, the NewRez customer service representative erroneously advised me that the interest imposed on my XX/XX/XXXX, regular principal plus interest payment was based upon my principal balance as of XX/XX/XXXX, instead of XX/XX/XXXX, which I recognized as being patently incorrect.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX- NewRez paid my property taxes even though I did not have an XXXX account with them. Unfortunately I had already paid my taxes with the state and this left a significant balance due. I contacted NewRez and it took them months to get us a resolution. While they were looking for a resolution, I had to turn off my auto-pay because the payment I would have had to make was almost double my mortgage payment. This was a mistake on their end and I had to endure an immense amount of aggravation to get it resolved. I was told they would look into it and call me back. XX/XX/XXXX - No call back received, spent an hour on the phone trying to get to a human. Finally got to someone that said they would look into it. I made a payment over the phone for my normal mortgage amount because the online system would not allow me to pay what I owed, but rather an inflated number. This continued through XX/XX/XXXX- With calls twice a month from me to them to get updates. Everytime I called it was like starting over. I received checks from NewRez that I shouldn't have and it was all super confusing. It was near impossible to make sense of it all. I believe it was the XXXX statement that looked inflated again. I had thought I made the call to make the normal payment, but within all the mess I forgot and it looked like I missed a mortgage payment in either XXXX or XXXX. Never in my life prior to this had I missed a mortgage payment on any of my homes. As soon as I realized what happened, I immediately called and made the payment. XX/XX/XXXX- NewRez hits my credit with a missed mortgage payment and drops it over 100 points. I called NewRez asking for forgiveness due to the situation. I was told to send an email. Emails were sent and I finally got a letter in the mail that effectively told me to kick rocks and that there was nothing they could do. I called again but the representatives would not transfer me to the appropriate person or department. I finally gave-up and decided to deal with it. That is until I learned about your organization.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75243
Submitted Via: Web
Date Sent: 2021-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: on XXXX my mortgage company NewRez LLC paid insurance premiums to XXXX XXXX which is not my insurance for my house. NewRez said i must have authorized it, which was a lie. I called XXXX XXXX and found out it was not even my address or name on the account that was paid. They have returned the money to NewRez and both are saying it is the other ones mistake of course. The money has been cashed by NewRez but still waiting for them to put the money back in my escrow account. I do not want this to happen again or to some one else. I have been told it is my fault figure it out. I have tried and just want some one to explain how it happened and do not let it happen again.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 98188
Submitted Via: Web
Date Sent: 2021-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my mortgage servicer, NewRez, responded to a CFPB complaint that I filed on XX/XX/XXXX ( Complaint IDr-XXXX ). In NewRez 's XX/XX/XXXX response to my XX/XX/XXXX they did not provide full or adequate information as to why my mortgage statement for payment due on XX/XX/XXXX showed a payment due amount of {$0.00}. NewRez needs to respond to 1,2, 3,4,5,6, and 7 below. In NewRez 's XX/XX/XXXX response to my XX/XX/XXXX CFPC complaint they, state ..... On XX/XX/XXXX, a refund was issued to the trustee in the amount of {$1600.00}. However, in a deep review of the homeowners payment history one of these payments were mistakenly counted in our bankruptcy payment ledger. 1. What was exact dollar amount that was allegedly counted in the bankruptcy payment ledge? NewRez states in their XX/XX/XXXX response to my XX/XX/XXXX CFPB Complaint It has been determined that this inadvertent error is the cause of the billing discrepancies which has caused the homeowner to continually receive billing statements reflecting the wrong amount due. This error has been corrected and as a courtesy Newrez has advanced the funds needed to correct this error. This correction has made the next contractual payment due the XX/XX/XXXX installment of {$940.00}. Enclosed for your clients reference is a copy of the XX/XX/XXXX billing statement 2. What is the exact dollar amount of the funds that were allegedly advanced? 3. How were the alleged advanced funds applied to my mortgage account? 4. Why was there no documentation provided showing how the alleged advanced funds were applied? NewRez needs to supply the documentation showing the exact dollar amount of the alleged funds and exactly how the alleged funds were applied to the account. NewRez attached a XX/XX/XXXX, statement- 5. Why does the statement continue to show that I owe a {$0.00} dollar payment? 6. Why has NewRez not provided any documentation showing the alleged advancement of funds to our account? 7. NewRez needs to supply documentation showing the exact dollar amount of the alleged advancement of funds
Company Response: Company believes the complaint is the result of a misunderstanding
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A