Date Received: 2024-01-03
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: I requested PMI cancellation through a BPO performance with my then mortgage servicer, XXXX XXXX XXXX, in early XXXX XXXX Shellpoint Mortgage Servicing ( a Newrez company ) took over the servicing of my loan on XX/XX/XXXX. I never received a response to my request from either company. About mid XXXX I called Shellpoint to inquire on what was going on. I was told by the customer service rep that they would reopen the matter with the PMI department. I waited another few weeks and heard nothing, I called again and was told the same thing again. And again, heard nothing. During my third phone call, I was told I needed to send the required payment of {$190.00} for the BPO. I informed the rep that I already paid this. The rep then confirmed she sees the {$190.00} payment I referenced but saw it was credited to the balance of my mortgage loan. She had the payment reversed and noted it was the BPO fee. During my 5th phone call, I asked to speak with a manager. The manager informed me that they don't have a written request for the BPO request. I told her that I sent it in but it was to XXXX XXXX XXXX, the original loan servicer. She claimed that XXXX sent Shellpoint the BPO fee payment but not the request form. She said Shellpoint requires that I submit a new request using their form. I did so the same day. On XXXX XXXX XXXX, I received an email acknowledging the receipt of the PMI cancellation request and the BPO fee payment ( will attach copy of email ). The email also said, " Please allow up to 14 business days for an appraiser to contact you to set up a time to come out to your property. '' 14 business days ended on XXXX XXXX I never received a call. I called for the 6th time on XXXX XXXX I was told by the rep that she would have someone from the PMI department call me within 3-5 business days to update me on the matter. On XXXX XXXX XXXX which was the 5th business day, I still had not received a call so I called Shellpoint. The rep said she would submit a ticket to have someone call me back. The lack of transparency, communication, and ability to fulfill my request is beyond unreasonable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 04011
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Problem with a company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: NewRez will not give me my $ XXXX of Loss Claims to pay my contractor so the contractors put a lien on my property. My credit score was over XXXX now it is in XXXX. I also cant pay my contractors.The work on my home is completestill they wont release my funds nor will they return my call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 618XX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: This is a follow-up to complaint XXXX which involves forced placed insurance. Shellpoint Mtg. promised to refund {$2600.00} for XXXX. I tried many times to send documents which prove I have XXXX insurance through XXXX XXXX XXXX XXXX, but Shellpoint doesn't receive them. I have attached these documents. I deeply appreciate you help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60631
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I purchased this property and had no issues initially. Then the lender started causing issues with my homeowners insurance. They cancelled not on, not two but three different policies. Each time failing to make the payments to keep the policy active. They then added a lender policy which is more than 3 times the cost of my other policies and provides ZERO persona property coverage. They have admitted to their errors, claimed they would fix it. Claimed they would not report me late to the credit bureaus or charge me late fees and they are doing both. As a result, my business lines of credit are being reduced and it is causing me financial hardship as I'm unable to work. PLEASE HELP!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36535
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Ive been receiving letters from Shellpoint Mortgage for several months stating they require proof of insurance. Ive provided proof of insurance each time, as well as called them to confirm receipt. Each time Ive called ( 6+ times ), they have confirmed proof of insurance receipt and that our account would be updated, and that we would not be charged. However, were still receiving letters and are now being charged an additional {$1200.00} each month. This is harassment and these charges are fraudulent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98125
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I acquired new insurance in XXXX. The lender declined to pay the insurance with the Broker for XXXX XXXX. After multiple attempts by my broker to collect the payment for the new insurance, NewRez had stated a check was sent and payment had been made. In XXXX, I received a note from XXXX that my insurance was cancelled. This IMMEDIATELY made my home uninsured. This put my investment at risk BUT it also violated the terms of my mortgage- my lender decided to place their own insurance & have me pay for their mistake. I've been calling and dealing with this since XXXX. It is now XXXX, 2024 and I'm still working through getting this insurance corrected. My new balance now also shows an increase of XXXX due to their mistake. I've tried to contact NewRez on multiple occasions and continue to get half-answers and trasferred to other departments. My new payment of XXXX XXXX is set to start in XXXX and I have no way of making this increased payment amount due to NewRez 's error!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I had added autopay to my account with a previous individual. One month I got a notice that my payment hadn't processed. I called and they said there was an issue with the account and that my autopay hadn't processed. I went into the account and manually processed the amount and a late fee was applied. When I called the agent- they're trying to put me through a separate setup for autopay. It's all VERY CONFUSING because none of the autopay issues seem to be directly my fault- as the autopay for some reason from the first encounter was never applied. Yet, when I went in to pay - everything was there for it to be processed. See notes for current issues in attempting to setup autopay and bi-weekly payments. I've been having issues since my loan was transferred to NewRez. Everything was fine before then. My credit & my equity have been significantly affected since the forced switch of lenders
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: After reviewing all of my payments with my bank made to my mortgage I believe my mortgage company should not have filed for a foreclosure since I was not more than 120 days behind. On XX/XX/XXXX my bank sent {$1500.00} and XXXX they sent another {$700.00} and {$1000.00} on XX/XX/XXXX which was rejected and resent on on XX/XX/XXXX with an additional {$2100.00} which would of put my account less than 90 days at the end of XXXX. My original loan paperwork allows for partial payments and I have a copy of that. The summons and complaint was not filed until XX/XX/XXXX with the courts. I do not believe the mortgage company had the right to reject the XX/XX/XXXX payment to force my account to become further behind or to file for foreclosure. I have emailed loss mitigation and gotten no response. The payments sent on XX/XX/XXXX also had to be mailed now due to the company rejected my payment. Which now makes it harder for my payments to receive them. After research and speaking with many resources i believe the things they are doing are wrong. over XXXX and XXXX we paid {$5300.00} and over the previous two months we paid {$4900.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12553
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: In XX/XX/XXXXXXXX I sent a check to cover my escrow shortage for the year XXXX. At the beginning, NewRez did nothing to properly apply the payment to the escrow account although they had cashed the check. I contacted the company many times via emails and correspondence, but they never applied the payment. Then they sent me a monthly statement that showed a zero balance for XX/XX/XXXX. I noticed that, instead of applying the payment to the escrow shortage, they applied it to the regular monthly payment of XX/XX/XXXX. I contacted them again, but they never reply or correct the situation. I made a call to see if I could resolve this that way, but the person answering the call did not have a notion of what was happening. She told me I had to contact the accounting office but could not provide me with an address or phone number for that office. The case remains unresolved. I made a payment for the month of XX/XX/XXXXXXXX anyway since the payment for escrow should be moved to the escrow account. I am sending to you a portion of all the information I have developed through my efforts and will provide a full packet if provided with a physical address for CFPB. I sincerely hope you can help this XXXX XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello, my scheduled payment for XXXX was scheduled like every other month and come XX/XX/XXXX I personally realized that the money never came out of my account. I personally called new Rez to try to figure out why the money was still in the account and they still showed it pending on their end. No issues. Come XX/XX/XXXX I called again as money was still in checking account and that's when they said it looks like the payment got rejected I immediately said there's no reason for that please try it again the money is there And they took the payment and everything went through fine. I've been personally reached out to new rez via email as you can't speak to anyone via phone regarding credit reporting, providing documentation from my bank account showing the money was there and there was no reason for the payment to be rejected. Neither XXXX or XXXX charged me any NSF fees because there was technically money there But I begged and pleaded them to not report this to my credit report as it's always hard to get it removed and let 's be proactive and not make this an issue and here we are it got reported. I provided them big statement showing money was there I provided everything that I could think possible to prove to them that I was the one that initiated the payment and followed up on the payment being processed and had I not of done that nobody would have notified me I wish I would have known prior to XX/XX/XXXX because I would have re-issued the payment then The only reason it got re-issued after the fact is because I again caught the error on their end now they're trying to tell me it was rejected by the bank I understand their obligation to report negative credit but though this is not the scenario the money was there I have always made my payment on time there is no reason for this to be a late payment as I immediately told them to retake it and they got their money I asked for them to immediately reverse the negative reporting on my credit report because they got their money when I told them to retake it and they got there they should've got their money timely in XXXX if there wasn't an error on rejection through all this automated nonsense and you're not able to talk to anybody about it. Had I been able to talk to somebody about it at the end of XXXX there would never have been an issue Please remove the negative credit reporting. Per the attached the money shows it was taken out and no NSF was charged therefore they know this was made timely and it was an error. Not by me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 923XX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A