Date Received: 2023-12-27
Issue: Closing on a mortgage
Subissue: Changes in loan terms during or after closing
Consumer Complaint: I asked to speak with a current lender and was given the run around. Im an authorized party, not on a note, not in debt, but an unidentified lender is foreclosing on my property XXXX XXXX XXXX XXXX XXXX and refuses to speak with me and work it out. XXXX XXXX XXXX XXXX Please see additional documents received in the mail today, pertaining to this mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10024
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I send payments to this company in certified check and certified mail that must be signed for. I should that is is received but the stated I received does not show the XXXX payment. I have enclosed the information showing this. Not sure there problem. I do not want a late on credit report and I do not want a late payment charge.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My mortgage account, which was originally with XXXX XXXX XXXX and has now been transferred to NewRez. I have noticed a significant discrepancy in my escrow account that has left me puzzled and dissatisfied with NewRez 's handling of the situation. Initially, with XXXX XXXX XXXX, my escrow amount was approximately {$660.00}. However, upon reviewing the documents provided by NewRez, I discovered a XXXX document that indicated an escrow amount of around {$660.00} for upcoming months. To my surprise, when I proceeded to make my mortgage payment, the system displayed a much higher amount, approximately {$760.00}. In an attempt to seek clarification and resolution, I reached out to NewRez through their online messaging portal. Unfortunately, the response I received from the agent was far from satisfactory. The agent stated, " I can not find the other analysis that changed the payment, '' which left me feeling both frustrated and confused. I then questioned the agent about NewRez 's responsibility for providing timely information about any increases in my monthly payment. Regrettably, the agent 's response was disheartening as well. They informed me that the escrow analysis had been conducted by my prior servicer and was sent to me by them. NewRez is not responsible for you not having received that from your prior servicer. In an attempt to escalate my concerns, I utilized the " Contact Us '' option on the NewRez portal and submitted my question. However, it has been more than five days, and I have not received any response from them. In a final attempt to gain clarity, I called NewRez today to inquire about the increased payment amount. Unfortunately, the information provided was limited. The representative I spoke to indicated that the escrow details were inherited from XXXX XXXX XXXX and increased to {$760.00}, but they could not provide any specific details or explanations. Additionally, I was informed that it could take up to 60 days to recalculate the escrow, leaving me in the dark about the reasons behind this increase. My escrow account primarily covers insurance and property taxes, which, when divided monthly, should amount to approximately {$660.00}, based on the details I have from my insurance and property tax records. I remain perplexed as to why NewRez has increased my monthly payment without providing a clear and satisfactory explanation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20708
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act this creditor has violated my rights under 15 USC 1681 section 6 o 2 states I have the right to privacy ( 15 USC 1681 ( section 6 0 4 a section 2 ( it also states a consumer reporting agency can not furnish an account without my written instructions under 15 USCS 1666b a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose. I want to remove any late payments in my XXXX XXXX account, XXXX XXXX - XXXX XXXX account, XXXX XXXX XXXX account and NewXXXX Shellpoint Mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 042XX
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I have been facing unexpected challenges in meeting my financial obligations, particularly with regards to the payment schedule of the aforementioned mortgage account. Unfortunately, this difficulty arose due to the passing of my father, a situation that has been emotionally and financially challenging for me. I am reaching out to you to kindly request your understanding and consideration in this matter. I am sincerely committed to meeting my financial responsibilities, but the unforeseen circumstances surrounding my father 's death significantly impacted my ability to make timely payments. In light of these circumstances, I kindly request that you review the account associated with the aforementioned account number for any late payments and negative status. I am seeking your goodwill and understanding during this challenging time, and I would greatly appreciate it if you could consider removing any reported late payments and negative status associated with this account. XXXX XXXX XXXXXXXX Date Opened : XX/XX/2011. I am the primary complainant in this matter, and I hereby grant full authority to the Consumer Financial Protection Bureau ( CFPB ) to thoroughly investigate and address this claim.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11221
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: This complaint is about Shellpoint, mortgage, a division of newrez. XXXX XXXX XXXX, XXXX MI XXXX. On XX/XX/XXXX Shellpoint mailed a letter that have lander playced flood coverage on my mortgage at the cost to me of {$1500.00}. On XX/XX/XXXX XXXX XXXX XXXX XXXX, who has insurance with flood coverage provided it to shellpoint. Shellpoint claims they have not received it. On XX/XX/XXXX I talked to them on the phone, and representative have found it, and said problem have been resolved. On XX/XX/XXXX Shellpoint mailed another letter that they have no flood coverage. Called them on XX/XX/XXXX and emailed them proof of flood coverage to XXXX. Representative confirmed the receipt. Lander-placed coverage was purchased anyways. This is the THIRD YEAR IN THE ROW this keeps on happening. At this point, I am convinced that it is done deliberately. Now I have to spent next month or two asking shellpoint to remove lander-placed coverage. PLEASE, investigate this, as I believe this company does shady, not to say fraudulent activity while servicing mortgages. Also, if you could ask them to remove ill-playced coverage without me wasting hours on the phone, i would greatly appreciate it.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: why am I recieving notices from XXXX XXXX XXXX XXXX, CA which is connected to shellpoint new rez? the mortgage arrears were fully paid off months ago. i also contacted new rez /shellpoint about paying off the entire mortgage balance. no reply! want clarification from shellpoint on why pre foreclosure company is sending mail.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20901
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I contacted Newrez several times to get information on how to recast my mortgage as my former house closed and I wanted to apply the proceeds to this mortgage to lower my payments. I was not told that I needed to complete a form or that I needed to have the account for XXXX days before I could request this initially. I had also asked if there was a fee to do this and was told no. I sent the wire as instructed and called back in for more info ( as instructed ). When I called back in, I was then told of the requirements, the fee, and that I needed to sign a form. I did all of this and complaint was supposed to be submitted to waive the fee and allow the recast as I was almost to the XXXX day mark. Then silence. I called in to hear that my recast would be complete on XX/XX/21 and that the fee had been paid. That was a surprise since I was told there wasn't one and it would be waived. I called in today only to hear that the reapplication of my payment had been processed, but the monthly amount of my payment had not changed. I was also told - on the recording - that the offices were closed in observance of the holidays.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28037
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: My XXXX and I had reached out to NewRez in XXXX about our appraisal on our property in XXXX. We originally purchased the home for {$250000.00} ( with an appraised value of {$260000.00} ) - it is now valued at {$340000.00} leaving us with {$110000.00} in our home, about XXXX % which very much surpasses the XXXX % ratio. It's been confirmed by NewRez 's representative that the appraisal has been seen over their recorded line and they have pushed off granting us our PMI release which I believe to be a violation of the Homeowners Protect Act of 1998.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30310
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I filled out the paperwork I received back in XXXX and mailed it back to figure out a way to fix the past due payments. I have paid at least one month of my mortgage every month during this time. i never heard anything back. I have been in another state for 4 months and when i returned today my daughter tells me they didnt accept the payment she made friday. We scheduled a new payment for the monthly mortgage amount for next week and another full month for 2 weeks after but i still didnt hear back and when i tried to log into my account today its locked out. I dont use a computer on my own so i dont know how long its been locked. I have all my mail from when i was gone and they didnt send anything back regarding the paperwork.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12553
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A