Date Received: 2021-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX NewRez LLC ATTN : Customer Service XXXX XXXX XXXX XXXX, SC XXXX RE : Loan Number XXXX Borrower : XXXX XXXX XXXX Address : XXXX XXXX XXXX, XXXX, MD XXXX Customer Service : I have made four telephone calls to your office since XX/XX/XXXX to try to resolve an error on your part regarding my taxes escrow and monthly payment. I believe this has been more than enough time for you to fix the errors that each customer service representative acknowledged was an error on our part. When I received my statement dated XX/XX/XXXX, I noticed that my normal payment of {$1400.00} had increased to {$1900.00}. I had not received any notifications as to the reason, and due to the payment being due and assuming it may have been an escrow adjustment, I paid the {$1900.00} on XX/XX/XXXX. When I received my statement dated XX/XX/XXXX, I then saw that my payment was again {$1900.00}, which made no sense as my home insurance had not gone up and there had not been a new tax bill sent out for the coming year. I called your recorded Customer Service line on XX/XX/XXXX, and after a lengthy call, I was told that due to a computer error, I was being double charged for my real estate taxes. I was told that a new escrow analysis would be ordered to correct the problem. When I eventually received the new analysis dated XX/XX/XXXX, it knocked my payment down to {$1900.00} but did not solve the problem of being double charged for taxes for escrow. I called the recorded Customer Service line again on XX/XX/XXXX and talked to XXXX. She also acknowledged that I was being charged double for my real estate taxes and she sent an internal email to RUSH a fix for this. She also acknowledged that a request had been sent earlier that month. XXXX advised me to check on the following Wednesday ( XX/XX/XXXX ) to verify that the issue had been taken care of prior to making my payment. On XX/XX/XXXX, I again called the recorded Customer Service line and spoke to XXXX. She acknowledged that there was still no changed in the computer regarding my escrow issue. She advised that she would take my payment over the phone in the amount of my previous payment amount before the computer mistake. I paid {$1500.00} on XX/XX/XXXX, confirmation # XXXX. After asking if I would get banged for not paying the incorrect amount of {$1900.00}, she assured me that there would not be a penalty as the mistake was the fault of XXXX. I received an Escrow analysis statement dated XX/XX/XXXX showing that my payment effective XX/XX/XXXX would now be {$1.00}, XXXX and I had a surplus escrow balance of {$1800.00}. I thought that matter had been taken care of. Well, I received my XX/XX/XXXX statement dated XX/XX/XXXX and to my surprise, it showed : XX/XX/XXXX Partial Payment UNAPPLIED {$1500.00} XX/XX/XXXX Surplus disbursement {$1800.00} XX/XX/XXXX Late Charge Assessed ( full Payment not received by XX/XX/XXXX ) {$48.00} Then when I called, it shows my last payment was XX/XX/XXXX and makes it seem that I did not pay my mortgage on time, which I did on XX/XX/XXXX at the request of your customer service representative assuring me that I would not be penalized. Im sorry but this is completely unacceptable! How can I be penalized for a mistake made by NEWREZ, a mistake that three customer service representatives acknowledged was not my fault? Every payment I made was made per the direction of NewRez Customer Representative since 5 I also made all my payments on time as required. I called again XX/XX/XXXX, XXXX XXXX couldnt hear me and hung up after putting me on hold. Second guy, very nice, addressed the issue and at least trying to help. He sees that I was told to pay the original amount in XXXX, and said that info was wrong, but agrees that I did what I was told to do by NEWREZs representative. He understands my concern regarding my credit report could show I was late when I wasnt. He was helpful and nice, even though his hands are tied.. I did end up paying the late overdue false escrow due of {$410.00} even though I have an escrow surplus already of {$1800.00} which was SUPPOSEDLY mailed to me on XX/XX/XXXX but I have never received ( So I pay {$410.00} that they hold for free and then send back to me.why???? ) He also said that I should have received an escrow analysis in XX/XX/XXXX ( which I never received ), which would have shown that my payments were jumping {$500.00} per month for a mistake NEWREZ made charging me for my annual tax bill two times. At this point, I want : -- Any reference to my being late paying my XXXX payment in Credit Bureau Reportings because I did make my payment per Customer Service Representative Ariels direction on XX/XX/XXXX. -- Remove late charge from XX/XX/XXXX as payment was made XX/XX/XXXX per XXXX. -- Letter to me confirming receipt and addressing of my concerns. I hope to hear from you as this has been extremely frustrating and should not have taken months to fix. Sincerely ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TN XXXX XXXX cc : Consumer Financial Protection Bureau
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TN
Zip: 38583
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: During the process of refinancing with Newrez towards the first week of the month XX/XX/2021. The documents Newrez sent via email to us were signed and sent back with the understanding of refinancing with no changes done to this new documentation agreements. Just lowering the interest rate was the purpose of the refinance. From 4.5 % down to 2.7 %. This was outstanding to my wife and I this was a no brainer we thought, so we proceeded. During the first week we were advised by loan officer ( s ) XXXX XXXX and XXXX XXXX to not pay our mortgage for the month of XX/XX/2021 we were to use that money to put down for our closing cost for the refinance. Unfortunately this did not take place because there was several issues from communication to like a follow up then when it came down to the middle of the month for us to sign for closing with a scheduled notary no one showed up, no calls or emails were sent to us. XX/XX/XXXX Monday morning I reached out to NewRez complaining about this issue. They respond via email on XX/XX/2021 stating : Good morning, We are getting your loan corrected. What happened was the subordination for your loan had an approved loan amount lower than what we needed. Title has gone back to them to have this corrected. Once this is done, I can get your loan rescheduled asap. I apologize for the inconvenience but we will get this right. Thank you! ) so much days and time as one went bye due to the lack of communication and misleading refinancing we received no assistance just a email explaining why which made no sense to us. All of which the mortgage is still due for the month we are still getting threatening letters from NewRez in regards to payment needed this is also confusing in one hand we thought we were refinancing with the company and the other hand the company sending us threatening letters of not paying on time and reporting to the bureaus for late or missing payment. Still to this day while reaching out to NewRez regarding the refinancing we are still getting misleading information and emails stating their apologies on the mistakes made and how theyre rectifying certain documents and so on.. This is truly troubling and any help you can provide towards making sure this type of rhetoric and refinancial-confusion to other NewRez customers trying to refinance with NewRez this type of trickery practice on their behalf holding customers hostage by promising refinance delaying it by lies and lack of communication and not delivering. And by that would deliberately screwing up their customers on time monthly payments for their mortgage. This type of practice causing customers to fall into delinquent status which causes a domino effect of lowering the possible chances towards ever refinance into a standard loan. If youre under an FHA loan by them reporting to the bureaus causing bad credit scores and even worse families are now her falling behind do these troubling times we might even lose their home because of this type of debauchery. Ive reached out to other NewRez customers from XXXX sad to say my family are not the only families NewRez has attempted this type of practice ... This is troubling.
Company Response:
State: CA
Zip: 92555
Submitted Via: Web
Date Sent: 2021-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-31
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Loss Mitigation at Shellpoint Mortgage Servicing ; [ for XXXX - LP ( XXXX XXXX significant Sub XXXX XXXX XXXX XXXX XXXX ; sent me an approval confirmation email for an extension to my ongoing Forbearance and Deferment plan for my Covid19 mortgage payment on XX/XX/XXXX. In this email by LMXXXX XXXX from Loss Mitigation it states, Hello Mr. XXXX, Your forbearance and deferment have been extended. The new end date is XX/XX/XXXX. Best regards. I have been approved for a continued Forbearance and Deferment plan through XX/XX/XXXX. However, after XX/XX/XXXX, in early XXXX I received billing from my new point of contact, LM_ XXXX XXXX XXXX indicating Shellpoint Mortgage Servicing was honoring the Forbearance BUT NOT MY APPROVED Deferment. Up to that time I had a Shellpoint Loss Mitigation Plan for both a Forbearance AND Deferment for 3 quarters, or 9 months, with a fresh approval of both through XX/XX/XXXX ; but now they refused to honor the approved Deferment of that Forbearance amount of {$5600.00}, refusing to place it to the back of the loan. INSTEAD OF starting XX/XX/XXXX with no standing balance, I was IMMEDIATELY DELINQUINT. They stated it was XXXX XXXX policy to limit Deferments to six months and Forbearance to 12 months. I found this out after requesting another Forbearance for XX/XX/XXXX through XX/XX/XXXX. After ongoing emails and communication with LOSS MITIGATION at Shellpoint Mortgage Servicing during the months of XXXX and XXXX, it became evident they are Double Tracking me. They set me up. Shellpoint approved me for both a Forbearance with Deferment on one hand, while they move toward Foreclose of my home on another hand with surreptitious denial of my Deferment. This is fraud. Double Tracking was successfully used in XXXX and XXXX with many consumers. At no place in Shellpoints Consumer Information regarding the Loss Mitigation tools does it indicate there are limitation to Forbearance or to Deferment. [ It was brought to my attention that my Forbearance should have ended after 6 months but they unilaterally decided to extend my Forbearance from 6 to 9 months. If they have such power, it should be used now to rectify their mistakes or any conflicting issues they have with their policy regarding their approval of my Deferment through XX/XX/XXXX. ] Shellpoint Mortgage Servicing, for XXXX and XXXX, sent me a confirmation email regarding my request for an extension to my mortgage payment Covid19 Forbearance and Deferment Plan on XX/XX/XXXX. In the email it states I have been approved for ongoing Forbearance AND XXXX from XX/XX/XXXX through XX/XX/XXXX. I accepted this extension. Later, in XXXX of XXXX, I received billing indicating they had surreptitiously NOT honored my Deferment of {$5600.00}. This put me three months behind and in harms way immediately. They kept me busy with email dialog on one track while proceeding to Foreclosure on another track. They conspired and set me up to take my home. I am being Double Tracked by Shellpoint Mortgage Servicing XXXX Account number XXXX ). My loan is in Default and moving quickly to Foreclosure. I need Shellpoint Mortgage Servicing to honor its XX/XX/XXXX, approval of my Deferment plan, referring especially to the Deferment they offered and approved through XX/XX/XXXX. They allowed my approved Forbearance from month 10 through month 12 but reneged on my 3-month approved Deferment which amounts to {$5600.00} ; this set me up for foreclosure. At no place in Shellpoints Consumer Information regarding the Loss Mitigation tools does it indicate there are limitations to Forbearance or to Deferment. Because of their choice to NOT honor my deferment, my home is moving to foreclosure NOW. In XXXX the California OAG moved too slowly, and homes were lost. Time is of the essence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 953XX
Submitted Via: Web
Date Sent: 2021-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shell Point / New Rez, continually harasses me to refinance my existing loan. They are offering Predatory Lending scenarios that simply have no Tangible Net Benefit for my financial welfare. I have asked them to end my MI and have been given the runaround. The last straw is the letter I just received showing a schedule of my MI continuing into XXXX, and trying to scare me into a new loan. I have in my Closing Documents a Scheduled payment report showing clearly that my last MI payment will be XXXX of XXXX. This is very troubling as they must be doing this to many other unsuspecting borrowers. Offering a teaser rate and then, in the end, the APR is higher than your existing rate is simply Predatory and false leading. Misleading consumers about MI insurance and using this to get people to refinance with them must be stopped, Thank you : XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am currently in a forbearance with Shellpoint mortgage servicing due to a Covid hardship. My loan is owned by XXXX XXXX. I am looking to end the forbearance plan. I qualify for a flex modification per XXXX XXXX guidelines. I have asked Shellpoint multiple times to provide me with a rate reduction and term extension. They have offered a term extension but not a rate reduction as required by XXXX XXXX for a flex modification. Shellpoint has ignored the fact that XXXX XXXX owns my loan. I made a specific request for a rate reduction per the guidelines from XXXX XXXX. The response is that their investor is not offering a rate reduction. This decision is not up to the investor, it is dictated by XXXX XXXX rules and regulations. The email chain and sequence of events are too much to post here. I can follow up with details. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06033
Submitted Via: Web
Date Sent: 2021-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I entered forbearance for three months-XXXX XXXX -- -- I was told by Shellpoint mortgage that I could put this at the end of my mortgage. I have been told to only talk with XXXX XXXX -- -- I call -her message says she will get back with me the next day -- -she never dose -- -her email undeliverable??? Three weeks of XXXX. I got someone yesterday he asked all kinds of personal questions but could not answer mine -- -- -What are my options? He kept saying state your forbearance is over and we can talk???? I pay these people a lot of money every year and when I have a situation its the finger -- -- -- when I call now I am in a loop. Why can't they just talk like human beings???? So I do believe the guy extented my forbearance -- -I asked for one month -- he gave me 3 -- -- -- wonder what they are up to -- -- -get me in a hole I can't get out and they steal my home. Why are companies or crooks allowed to exist like this-on line I see all kinds of complaints about this company -- -Shellpoint -- -- and I do believe owned by NewRez ??? -- -i did send NewRez a email on what is happening.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92240
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was sold to NewRez. Payments were made successfully for three months, set up auto payment, letter received all was set up and good. Payments were taken out from our bank account, payment posted on mortgage site, then received notification of lack of funds, reverse payment, late fee for four consecutive months, with no money going back into our bank account, which has the funds no question. We contacted NewRez, who then had us contact a second company, Shellpoint, who has not contacted us about resolving the issue and who has now contacted us about potential foreclosure if not paid. We have paid, money has been taken out of our bank account, and we may have overpaid at least one month for this snafu. Paperwork originated from NewRez, now that we have contacted Shellpoint, the paperwork is now coming from Shellpoint, with no notification of the company changing names or our mortgage being sold again.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MO
Zip: 63130
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called my Mortgage company for a forebears during corv19 panoramic because financial i was affected. So they put me on a forebears plan and someone from my Mortgage called me XX/XX/2021 and stated it was coming to a end at the end of XXXX. I was told i was going to have 3 options 1. Modify my loan 2. Deferment 3. Refinance my loan. I stated i wanted to pay extra towards my loan to catch it up. So he said i had until yhe end of the month to decide. At the end of the month no one called so i called and was told that i can get 3 extra months so me trusting my Mortgage company because i know they are only trying to help me i thought. So it was getting close to the 3 months i called in XXXX and some one said that the extra 3vmonths didn't go through and i said no one called me. So he said well im going to re-send it through. So i had so much going on i didn't follow up big mistake now i know i received a letter talking aboit foreclosure so i call my mortgage and they said oh i will fix this you have another 3 months they say when something sounds to go to be true most likely it's not. But i through they are for me why would they lie. So i know the payment was coming up so i had no missed calls from them so i called and was told im in foreclosure wow now i cant breathe so i say what about me paying more towards my loan i was told i didn't qualify for that anymore. My forebears end at the end of XXXX and I said no one tried to call me and she said they have notes that try tried but the number wasn't working and i didnt have any more on file and i said thats not true because someone called me in XXXX ON THE SAME NUMBER so now. So now i spoke with so one that said they are going to put in for a Modify my loan but its impossible to get approved. So this is so horrible i cant even trust the people who surpose to be there to help me and she stated that there are other people thats going thru the same thing. She told me to write a statement so thats what im doing because me and others don't deserve this first they play like they for us and next we about to be homeless please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 704XX
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: NEW RES- SHELL POINT MTG IS ERRONEOUSLY REPORTING LATE PAYMENTS AND PAST DUE BALANCE ON MY CREDIT REPORT FOR THE LOAN THAT WAS PAID OFF AND TRANSFERRED TO ANOTHER SERVICER BY THEM BACK IN XXXX OF 2020 ... .I always made my payments on time, see attached proof of payments made in XX/XX/XXXX checks even and XXXX when they stated they transferred my mortgage to the new servicer whom I also paid in XXXX. HOWEVER, Shell point FAILED to post my payments correctly on my credit report even though they deducted them from my account, and they failed to post the balance to {$0.00} even though they received full payment from the new servicer of the mortgage note .... this has been damaging to my credit for 8 months now ... My numerous attempts to resolve this issue with the Morgage company went ignored only causing them " confirm the accuracy of this account '' to the credit bureaus that went on to lower my credit rating further with each bureau .... this is unacceptable and my consumer rights have been violated greatly ... https : XXXX/www.consumerfinance.gov/rules-policy/regulations/1024/33/ # a
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95128
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: NewRez - Shellpoint Mortgage reported me for being late on my mortgage payment for XX/XX/2021 in the amount of XXXX. During the pandemic I am struggling to keep afloat and pay them within every month. My mortgage payment is XXXX. If I am current in XXXX & XXXX How can I be delinquent XXXX in XXXX? This is incorrect reporting. I might not pay on the first but I never pay after 30 days. This not fair to people that work hard to make ends meet. You have people that are on forbearances because of COVID19 that can afford to pay. I have been affected by COVID19, and I am making ends meet but this is how they treat me. Report inaccurate information on my credit report and call me daily. I requested a Life of Loan payment history, and Escrow Analysis. I still have not received that. They are sending me letters requesting foreclosure fees paid, when the loan was modified and foreclose fees are included in the MOD balance as capitalized interest. This company is doing illegal things. I would like a copy of the lifetime of the loan payment history and escrow. So, I can look at the capitalized interest. this is a new servicer, and they are like a debit collector. You cant collect on fees that are included in the balance when the loan were modified.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32209
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A