Date Received: 2023-12-20
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: I requested PMI removal from my mortgage servicer newrez LLC. The company has been dragging their feet refusing to give me true updates. I have waited weeks for them to drop my PMI as my loan to value is below 80 %. I have contacted the company multiple times and spoke with a supervisor who said the due date for the notification in regards to PMI removal was XX/XX/. The supervisor also said they would give me a call back which never happened. I have reached out to customer service and keep being told they are working on it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33713
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: I have called Shellpoint/Newrez mortgage no less than 5 times. The title company i am working with also called at least that many times. I am the personal representative of an estate. The decedent has a mortgage liened on her home serviced by Shellpoint/Newrez . All I know is the mortgage is still recorded and not satisfied. I have sent written requests to Shellpoint/Newrez via email, mail and certified mail on XX/XX/2023, XX/XX/2023, XX/XX/2023, XX/XX/2023, XX/XX/2023 and XX/XX/2023. I HAVE RECEIVED NO RESPONSE TO MY INQUIRES. Everytime I call, they tell me something different. A Shellpoint/Newrez representative verbally verified that the loan has been written off ; however, no satisfaction of mortgage has been filed. A different Shellpoint/Newrez representative said there was {$200.00} outstanding. I sent a {$300.00} payment to satisfy the outstanding balance and my payment was received and cashed, but they still have not sent the satisfaction of mortgage or a letter to me indicating the status. This company is horrible and noone knows what is going on or can provide ANY information about the loan. Everytime I hang up they promise follow up and they have not followed up ONCE. Terrible experience.
Company Response:
State: WI
Zip: 54913
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I was behind on my Mortage by XXXX payments. XXXX and XXXX, I made XXXX 's payment. Then on XX/XX/XXXX our mortgage company tried to take out {$2200.00} from our bank which I didn't have so it didn't go through. XXXX XXXX and XXXX I called and make XXXX more payments to get all caught up. I paid what they told me was due. Which was in XXXX payments. XXXX payment of {$1100.00} and XXXX payment of {$460.00}. I told him that sounded wrong but he kept saying that's all that's due, So I paid it. Now I have been in a fight with them because they're saying they never received that money! I even sent in Bank Statements showing the money went through and was never rejected or returned but they are still saying they don't have it and want me to repay it! I have XXXX 's payment for them but haven't paid in fear of them supposedly not receiving it again. I need help investigating this. They're saying I owe {$3600.00} which isn't correct. They won't give me any info to match info with my bank. I have spoke with my bank numerous times, They all say tje payments went through.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 455XX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: I missed my XXXX 2023 monthly mortgage payment of {$1100.00}. It is the ONLY payment I have ever missed. I filed a XXXX XXXX Bankruptcy on XX/XX/XXXX, adding the ONLY missed payment into my XXXX XXXX Payment Plan, to be paid over 5 years. Shellpoint Mortgage added attorney fees of {$350.00} and a proof of claim fee of {$250.00} on XX/XX/XXXX and XX/XX/XXXX onto my XX/XX/XXXX mortgage statement without ever notifying me of the charges!! They did not XXXX mail, email, or call me. They did not send or email any statements. I did not know of any fees or charges whatsoever. I made a regularly scheduled mortgage payment to Shellpoint on XX/XX/XXXX, for the full amount due of {$1100.00}, unaware of the additional charges. Shellpoint sent me an escrow increase payment ( by USPS mail ) in XXXX of XXXX, effective XX/XX/XXXX. My payment increased to {$1200.00}. I made another regularly scheduled mortgage payment on XX/XX/XXXX, for {$1200.00}, still unaware of the additional charges. Shellpoint sent me an email earlier today ( XX/XX/XXXX ) stating they never received my mortgage payment. I immediately logged on to my online Shellpoint account to discover the additional atty and proof of claim charges and one XXXX of a messy payment history/accounting that Shellpoint has been entering since XX/XX/XXXX. They have been receiving my payments but NOT APPLYING them to my account because of the hidden attorney and proof of claim fees they charged back in XXXX. Furthermore, my XXXX statement shows a regular monthly payment due of {$1100.00} ( where did this amount come from?? ) and a total amount due of {$1700.00}, TOTAL OF ALL PAYMENTS DUE {$3500.00}. What XXXX XXXX XXXX are they doing? Except for the ONE MISSED PAYMENT OF {$1100.00} that is in my XXXX XXXX plan, I OWE THEM NOTHING ELSE!!!!! Stop hiding fees and APPLY THE PAYMENTS I AM SENDING YOU ON TIME! This is LUDICROUS and I will NOT stand for it. Immediately remove the hidden charges you applied in XXXX and straighten up your accounting nightmare. I am going to notify Fannie Mae of the messes you are creating because you are not fit to service their loans. My principal, interest, and ESCROW accounts are suffering because of Shellpoints fraudulent, sloppy, accounting practices. They are trying to create deficiencies where there are NONE so they can foreclose on my home shortly, and I will not allow that to happen. They need to clean up this accounting nightmare immediately and be held accountable for what they are doing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60586
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I received a notice from my flood insurance company on XX/XX/23 that my mortgage company, NewRez failed to pay our flood insurance from our impound account. As a result, our insurance policy was canceled. I called NewRez that day and spoke to a representative in the insurance department. She looked into the issue and confirmed that they neglected to make the payment and would have to have a new policy written. She acknowledged that she would get this done and I stated I would call back in a few days to confirm that NewRez ' error was corrected and our policy reinstated. I called back on XX/XX/23 and spoke to another representative in the insurance department. I was told that a check was sent for the new policy and that this check had cleared. She confirmed that our flood insurance was now reinstated. I then received another notice on XX/XX/23 from our flood insurance carrier that the payment for our policy was declined and that we were still without flood insurance coverage. When I called and spoke with the insurance department at NewRez that day, the associate was not able to determine what had happened and was not able to transfer me to speak with a supervisor to help resolve the issue. At this point, I called NewRez customer service. I explained the situation to the agent. He was unable to help me beyond sharing that he did show that there was an active flood policy and that it may be a lender-placed policy. I shared my frustration that we should not have to pay any premiums for a mistake that was made by NewRez. I then contacted my insurance company on XX/XX/23 directly and they shared that NewRex never reached out to get a new policy written as they originally claimed they had. They then worked to obtain a new policy and the premium increased for the same coverage by {$500.00} because NewRez allowed my old policy to lapse. I am now left paying extra, out of pocket because NewRez has impounded money from my mortgage payments and has neglected to resolve this issue or payment for which they are responsible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 926XX
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I am writing with a heavy heart and a sense of desperation to request your understanding and compassion in a matter of significant financial consequence. I have been a loyal customer of SHELLPOINT MORTGAGE for 3 years and have always appreciated the relationship we've had. Unfortunately, life has thrown an unexpected and devastating curveball our way. Recently, my family suffered the profound loss of a close family member, my beloved father. This unforeseen tragedy has not only left us emotionally shattered but has also brought about unexpected financial challenges. During this difficult time, managing the obligations associated with our [ Bank or SHELLPOINT MORTGAGE account has become an overwhelming burden. I have reached out to your customer service representatives, and I must commend the empathy and understanding they have shown during our interactions. They have informed me about the possibility of a goodwill adjustment, considering the exceptional circumstances surrounding our situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90250
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Please refer to my previous complaint : XXXX, submitted on XXXX XX/XX/XXXX. I regret bringing this dispute before the Bureau again. But the Bureau does insist that it wants to discover patterns of misconduct by commercial firms. And New Rez, like the ancien rgime in XXXX or like a XXXX XXXX in XXXX, has shown itself incapable of learning anyting at all, at all. Its wandered off the Rez again. Some time-and-motion hotshot must have persuaded New Rez it could fire most of its wetware ; pay the remnant little and train them less ; and then make big bucks by relying on algorithms, formulas, and lines of code. In practice such late-stage capitalism works no better with New Rez in XXXX or XXXX XXXX XXXXhan with XXXXwhich I also never signed up for yet got bumped into by XXXX XXXX XXXX No actual human being at New Rez answers, returns, or places a phone-call. This holiday extends to XXXX XXXX of the Compliance Department : Despite her performatively contrite letter of XXXX XX/XX/XXXX inviting me to call, she has gone for 4 on calling me back. Three minutes of thought by New Rez about the two current, sufficient policies that I and my condominium ( the XXXX XXXX ) have provided to New Rez, followed by three minutes of chat between me and an actual human being at New Rez about the policies, could resolve this dispute without embroilment of the Bureau. " If theres one thing I can appreciate about anything I [ transact ] on-line, its a responsive customer-service line. I made five calls to [ a firm ] during various stages of trying out this service. I had some trouble figuring out the site and initially confused the drop-off and pick-up dates, but [ each time ] I was able to get everything sorted out [ with ] a call answered on the first ring.secret shopper for the XXXX XXXX Yet New Rez must believe , as XXXX XXXX XXXX jested , that thought in general, and chat by one of the few actual human beings left on its meager payroll in particular, are irksome while six minutes is a long time. Therefore, Im obliged to deal with New Rez through the medium of your good offices again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: See CPFB Complaint # : XXXX. On XX/XX/XXXX, the company sent me the agreement for a deferment, as well as reporting the loan as current. ( See XXXX XXXX ) Per the contract, {$16000.00} is deferred with the first payment of {$1300.00} due in XX/XX/XXXX with the next payment of {$1400.00} due in XX/XX/XXXX ( due to escrow shortage ). ( See SP XXXX, XXXX ) Multiple attempts to make a payment per the contractually obligated amount of {$1300.00} had been made. Shellpoint blocked me from being able to make any payment. ( See XXXX XXXX ). On XX/XX/XXXX around XXXX XXXX, I called Shellpoint and was transferred multiple times over the XXXX minute call ( See XXXX XXXXXXXX XXXX I spoke to a supervisor, XXXX at Shellpoint, who said she was perplexed and confused as to why this was " reversed ''. She commented multiple times how there had been no notations left showing why this was the case and that comments are usually required. I was also told by XXXX the supervisor, that this was " escalated '', and that I would hear back from the point of contact - XXXX XXXX within 24 hours at the latest. To date, I received no response, no updates, and still have no way to pay my contractually obligated amount for XX/XX/XXXX, while my loan is being incorrectly reported as late/unpaid, instead of the contractually agreed upon - CURRENT stipulated and agreed upon by both parties. I've attached Shellpoint 's prior response showing all the details- the deferment agreement with consideration causing this to be a legally binding contract, the terms of the deferment that are legally binding, the block payment status on their site, the call log showing the duration of the outgoing call to Shellpoint as they made no attempt to inform me of them unilaterally revoking the agreement without reason or notice, and any other relevant info. I still maintain my original statement in my prior complaint - consumers need protection from such predatory and unethical behavior. This is a company deciding to go against a legally binding document, while attempting to foreclose in silence by way of their fraudulently deceptive practices of staying silent until the court foreclose even though we have a legally binding agreement. They refuse to accept my payment, and blocked me from being able to keep my end of the agreement. This is what corruption and fraud are- Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20878
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Last year they didnt pay my taxes and a lien was placed and I had to pay the tax from my personal savings. Again this year my taxes are due and there is plenty money in escrow and taxes arent paid. Last year I also had to pay penalty
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 31061
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Starting the month of XXXX shell point charged my account an insurance premium. i supplied shell point proof of insurance. i was told that they would refund all moneys except rot the month of XXXX at this point they started to list my regular payment as a partial payment. on XXXXXXXX Shellpoint applied my normal payment of XXXX to principle only in the amount of XXXX then applied XXXX to a partial payment. i have called every month since. Shellpoint have told me they will fix it. Shellpoint has failed to do so. they have reported me behind to the credit agencies. and have issued me arbitrary fees in what appears to be retaliatory measures. it is now XXXXXXXX and Shellpoint have told me they will not fix the issue and that I need to make an extra payment for the year XXXX to fix there mistake.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40272
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A