Date Received: 2024-02-29
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I sent a verification of debt in early XXXX via fax and email for two loans ( XXXX & XXXX ). The lender denied my verification of debt because it did not include a signature. However, the FDCPA does not specify that a verification of debt must be signed by hand. It can be signed electronically or even verbally ( i.e. via email ). I understand why my fax request is denied but my email verification should still be valid. As the account holder, sending you a request with the email on file should be enough proof to perform the Validation of debt. I also provided the last 4 of my social. If this is solely a NewRez company rule, they are at fault. This is illegal because their internal rules can not triumph law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07106
Submitted Via: Web
Date Sent: 2024-02-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-28
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: 3 issues : - 1 ( extra mortgage payment inappropriately applied to interest despite instructions ) is resolved - 1 not resolved ( {$60.00} late fee charged for no apparent reason ) - 1 not sure if resolved ( underpayment of homeowners insurance policy ) First, my husband and I made an extra mortgage payment. We were/are current on our payments and our mortgage does not allow for prepayment penalties. We sent in a check to Newrez with instructions to apply it to principal - " principal only '' was also written on the memo line. Newrez deposited the check, but applied part of it to interest. They have resolved this issue. However, it took a SIGNIFICANT amount of time on our part to complain and get them to fix it because it is so hard to reach customer service. Second, I'm trying to resolve an issue where they charged us a {$60.00} late fee that I believe was in error, as all of our payments have been timely- but have not been able to get ahold of a person. The recommended way to reach customer service is via a Contact Us form on their website, which they respond to via mail or via a " secure message '' that requires creating an account on another platform called XXXX. I'm currently on the phone trying to reach a person, but the number listed online is for Sales so they can't answer questions about existing accounts. Third, Newrez also underpaid our most recent homeowners insurance policy by {$20.00} even though there were sufficient funds in our escrow account, which I'm still trying to resolve, and Newrez has been unresponsive.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55422
Submitted Via: Web
Date Sent: 2024-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-28
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: Newrez, mortgage servicer, has changed the LTV criteria for removing PMI from my loan several times. I requested the criteria for removing PMI from my loan in XX/XX/XXXX. Newrez stated for mortgages where the owner has made significant improvements, the LTV criteria for removing PMI would be 80 % or less. I sent correspondence to Newrez substantiating my more than {$210000.00} worth of improvements and the fee for the XXXX. XXXX came back in XXXX that resulted in my LTV being 76.5 %. However, Newrez stated my LTV for a Fannie Mae loan had to be 70 %. I appealed the decision because this was not in line with the HPA, XXXX XXXX servicing guidelines, or the criteria they gave me in XXXX. I called customer service on XX/XX/XXXX for a status update and the customer services representative stated I was denied because in order to remove the PMI the LTV had to be 75 %.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2024-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-27
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Looks like my mortgage was turned over to a 3rd party, which I do not recognize. I do not have a contract with, but yet they continue to try and take my property. They returned a payment last month to look like I'm defaulting and asking for payment for this month. Looking at the document I provided you, they are not applying my payments property. And the fact NewRez is whom my mortgage is with tells me we have some criminal activity here and it needs to be investigated for fraud. ALL licenses of ALL parties are to be revoked to stop them from continuing this practice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92804
Submitted Via: Web
Date Sent: 2024-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-27
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/2024, I used my mortgage company website to request my supplemental real estate bill and HOA annual bill to be paid out of my escrow account. As I was not sure if the mortgage company did so. The drop down options within the company website does not provide an example close to my issue at the time. However ; I selected what was close and also explained what I was requesting in the box below. The company website states, to provide 3-5 business days for a response. I waited and after 5 business days I did not receive a response from the company and sent the same message again on XX/XX/2024. I finally received a response and was fine with the outcome that I had to pay those two bills myself eventhough, I have an escrow account. Fine no problem. Here is the issue, On XX/XX/XXXX ( same day ), I checked my credit report and on my report for this company there is remarks stating that I disputed the account and no issue was found. THIS IS A LIE. I NEVER disputed anything on my credit report, I never had an issue with how my account, the status or the information on my report for this company is reporting to the credit bureaus. I just wanted to have my real estate and HOA bill paid out from my escrow account. On the same day I tried to go through the company chat option, about 5 times and all the chat box would do is timeout and state no one was available and this was around XXXX. I called and spoke with customer service agent, I explained this issue and she stated she was not sure what to do but provided me XXXX email address to help with my credit report issue. Of course, I received NO RESPONSE to this day via email. however ; the company keeps sending me letters stating they need more time to research my complaint, I have received about 5 of these letters, most recent dated XX/XX/2024. And nothing has been fixed and no phone call received regarding this issue. I want my complaint taken seriously and issue fixed ASAP!!! I never said there was an issue with my account, or how its reporting to the credit bureaus, I just wanted to have my real estate bill and HOA bill paid from escrow, no where in my initial request did I state anything about my credit report or an issue with how it is reporting. So there should have been no reason for my credit report to be touched or a remark added. All these companies only care about is a potential customer credit buraeu reporting and to have this company just put remarks on there when there is no reason is determintal to my ability to possible obtain credit. Possible creditors do not care about the back story of this issue and companies seeing remarks on my report for the biggest loan I have stating I disputed this account is hurting me and my credit. Im just a number and whats on " file '' at the bureaus. I want the remark removed, I no longer want to receive any more letters stating they need more time to investigate this issue. This is already almost 2 months now, are they hoping I forget about this. Fix it!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23237
Submitted Via: Web
Date Sent: 2024-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-27
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: New Rez took over my mortgage in XXXX. I received a letter in XX/XX/XXXX stating that I was overdue on my payment for XXXX. My bank statement showed that the payment went through XX/XX/XXXX ( I make payments 1 month ahead of schedule ). I called the company to sort out the issue and was told to email XXXX with proof of XX/XX/XXXX- XX/XX/XXXX payments. I emailed screenshots of the payments to this address but did not receive a response. I continued receiving letters showing an overdue balance and late fees. I called again on XX/XX/XXXX and was told to send bank statements from XX/XX/XXXX- XX/XX/XXXX to XXXX XXXX XXXX XXXX. I sent the statements that day. I did not receive any response but continued receiving letters with overdue balance and late fees, so I called again on XX/XX/XXXX. This time, I was told to send the statements to XXXX, and that I would receive an update later that day. I emailed the statements immediately but never heard back. I continued receiving the outstanding balance letters. On XX/XX/XXXX, I emailed both XXXX and XXXX XXXX XXXXXXXX XXXX requesting an update. I also attached my latest bank statement for XXXX that showed I made a payment on XX/XX/XXXX. No response. On XX/XX/XXXX, I attempted to pay my monthly payment on the New Rez portal. I was not able to make the payment without including late fees ( which I should not owe since my payments have all been on time, 1 month ahead of schedule ). I emailed both XXXX and XXXX XXXX XXXX XXXX again, including a screenshot of the error and a request for a status update since I have heard nothing back. Throughout this process, I continued to make my payments one month ahead of schedule. I have never received any communication back from New Rez, despite being promised both phone and email updates.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 367XX
Submitted Via: Web
Date Sent: 2024-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-26
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: NewRez failed to apply my payment to my account even though the check show as processed. XX/XX/2024 - check cleared / Newrez Processed on XX/XX/2024 Check Number XXXX XX/XX/2024 - Check cleared / NewRez Processed on XX/XX/2024 Check Number XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2024-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-26
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XX/XX/24 XXXX XXXX from Shellpoint said that Im not authorized to speak with Shellpoint about the mortgage. However. The firm claims that I am on mortgage and sent paperwork in the mail stating that I was authorized to speak about this mortgage. Its impacted my credit score negatively and I am not on the note. Shellpoint is attempting to foreclose on my property.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10024
Submitted Via: Web
Date Sent: 2024-02-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-26
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XX/XX/24 XXXX XXXX from Shellpoint said that Im not authorized to speak with Shellpoint about the mortgage. However. The firm claims that I am on mortgage and sent paperwork in the mail stating that I was authorized to speak about this mortgage. Its impacted my credit score negatively and I am not on the note. Shellpoint is attempting to foreclose on my property.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10024
Submitted Via: Web
Date Sent: 2024-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-26
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Within the provisions of the Fair Credit Reporting Act, specifically 15 USC 1681 section 602 ( a ), it is emphasized the paramount importance of consumer reporting agencies fulfilling their obligations with fairness, impartiality, and utmost respect for the consumers privacy rights. Recognizing XXXX, XXXX, and XXXX as consumer reporting agencies, and myself as the Consumer, I assert my right to protect my private information. This right is bolstered by 15 USC 6801, which mandates that financial institutions uphold customer privacy. NewRez-Shellpoint, XXXX XXXX XXXX XXXX XXXX XXXX fall within the definition of a financial institution under this statute. According to 15 USC 1681 section 604 ( a ) ( 2 ), consumer reporting agencies may furnish a consumer report only upon receiving written instructions from the consumer. NewRez-Shellpoint, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX and XXXX lack my consent to furnish this information and are devoid of my written authorization. Any form of consentverbal, non-verbal, written, implied, or otherwiseextended to NewRez-Shellpoint XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX and XXXX is XXXX revoked. Moreover, 15 USC 6802 ( b ) ( c ) stipulates that a financial institution can not disclose nonpublic personal information to a nonaffiliated third party without informing the consumer of their right to opt-out. Regrettably, NewRez-Shellpoint, XXXX XXXX XXXX XXXX XXXXXXXX XXXX failed to inform me of this option. Furthermore, 15 USC 1681C ( a ) ( 5 ) expressly prohibits consumer reporting agencies from including adverse information in a report without proper authorization. The account in question constitutes adverse information being reported without my explicit consent, which constitutes a violation of the law. Additionally, 15 U.S. Code 1681s2 ( A ) ( 1 ) mandates that individuals may not furnish inaccurate information to a consumer reporting agency, while 15 U.S. Code 1681e mandates that consumer reporting agencies maintain reasonable procedures to avoid violations. XXXX, XXXX and XXXX are evidently failing to adhere to these requirements. Lastly, 12 CFR 1016.7 affords consumers the right to opt-out at any time. Consequently, I am opting out of NewRez-Shellpoint, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94533
Submitted Via: Web
Date Sent: 2024-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A